There's a feature in attendant that if you name an attendant profile the same as your workgroup, when agents initiate a workgroup transfer in their client, it will use the attendant profile instead of transferring directly to queue. You can put your skill modifications in the attendant profile and then end the profile with your queue operation to the desired workgroup.
The nice thing about this is that you still get the queue stats on transfer when you pull up the workgroup in the client (calls waiting, agents available, etc) unlike if you just directly used transfer profiles in attendant (which is also an option).
Here is the snippet from the attendant help guide with the relevant part highlighted:
Profile names should not contain the name of a workgroupPlease ensure that your profile name does not contain the name of a workgroup. If it does, a loop can occur, since the Findtoolstep (step 162) in the InteractionAttendantEntryPoint handler checks the target workgroup name against profile nameson a voicemail transfer request.For example, a profile named "Acme - 1234" with only a Default Schedule which contains a single default action oftransferring the caller to voicemail for workgroup "Acme" won't appear to work due to the find step inInteractionAttendantEntryPoint. That part of the handler compares the target workgroup to all profile names. Sinceworkgroup name "Acme" is embedded in the profile name "Acme - 1234", the call will end up back at the profile whichattempts to send it back to the workgroup's voicemail which sends it back to the profile.This behavior is intentional and is not a bug. It is part of a workgroup transfer overload feature that forces workgrouptransfers to go through an Attendant profile beginning in the same name as the workgroup. The feature is intended to allow asingle place for defining ACD wait behavior no matter how the workgroup call is placed.As always, test this in your dev environment to ensure it meets your requirements.
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Aaron Lael
State of Utah
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Original Message:
Sent: 12-13-2019 13:40
From: Sean Martin
Subject: Possible to change skillset on manual transfer?
Hello all.
This is my first post here. This is probably a newbie question.
We have recently created additional work group ques to improve metrics and reporting.
In our call tree in Attendant when a caller chooses an option, the attribute Eic_AttDynamicWorkgroupSkills is set to the new corresponding skillset.
If an agent transfers the call to another que, the skillset us unchanged.
What I need to know if this can be done and if so point me in the right direction.
Thank you everyone.
#Routing(ACD/IVR)
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Sean Martin
State of California - University of California - UCPath
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