Genesys Cloud - Main

Hi all,

I'm trying to replicate this use case :

• Call arrives to an Inbound Call Flow
• AGENT 1 has only SKILL "B"
• In this Inbound Call Flow, I transfer the call to ACD and I've override SKILL(assigning SKILL A)
• Call arrive to an In Queue Call Flow with SKILL A
• AGENT 1 is "ON QUEUE"
• Call is waiting in queue because no agents has SKILL A
• If Estimated wait time > 30 secs, UPDATE DATA(adding SKILL B)
• Call is routed to AGENT 1 because has SKILL B

Could you please explain how to do that?

Thanks

Stefano

Discussed with Stefano...solution is to use Bullseye routing. Assign both Skills A and B to agents in Ring 1, then roll to Ring 2 after specified number of seconds and strip Skill A from the call. Agents in Ring 2 just have Skill B.

In Architect, Transfer to ACD and assign both Skills A & B to the call.

Stefano, please post back here after you verify it all works. Thanks!