I have a flow with 2 languages (English and Spanish). Caller selects their language preference and I use the Set Language function as well as a Flow variable with english/spanish. However, when routing to agent based on the skill, I want the Language to be apart of the skill name rather than the base skill and Language skill. So for example, I want to route to My CustomerService Queue, with the skill of TechCustomerService_Eng rather than a skill of TechCustomerService and Language skill of English. Can I somehow disable the Language skill use in the 'Transfer to ACD' block? Essentially the Set Language is being used to determine which language to play the announcement in, but I do not want to have to give each agent a Language skill because I want the language as part of the main skill name also (for reporting purposes).
Is it possible to disable the Language skill for routing?
#ArchitectureandDesign#Routing(ACD/IVR)------------------------------
Kellyn DuBois
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