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  • 1.  Adding Skills to queue

    Posted 01-30-2019 08:49
    No replies, thread closed.
    ​Hello,

    I am wondering about adding skills to specific queues and how to get the calls to go according to the assigned queues. Can I use standard ACD routing if I have added skills and rated the agents proficiency?
    Also, do I need to add skills to the flow somehow? I am wondering how adding skills just to the queue and agents gets the call prioritized?

    Thanks,
    Julie
    #Routing(ACD/IVR)

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    Julie Green
    Sentinel Benefits & Financial Group
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  • 2.  RE: Adding Skills to queue

    Posted 01-30-2019 09:10
    No replies, thread closed.
    Hi, Julie,

    Yes, there is quite a bit you can do with skills-based routing in PureCloud. I don't have time at the moment to give you an overview, but there is some (outdated, I know...please have mercy) training on the training.mypurecloud.com website that gives you good information on how to set it up in Admin settings and assign skills to calls in Architect.

    Check out:

    https://training.mypurecloud.com/lesson/automatic-call-distribution/

    Skills are added to a call in Architect using the Transfer to ACD action. I'll have to come back later today to give more info. The basics are in the Resource Center at:

    https://help.mypurecloud.com/articles/set-up-a-transfer-to-acd-action/




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    George Ganahl CCXP, GCA
    Principal Technology Consultant
    Genesys
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    Original Message


  • 3.  RE: Adding Skills to queue

    Posted 01-30-2019 13:39
    No replies, thread closed.
    In the Architect Transfer to ACD action you select the queue to receive the interaction, and add skills using the Add ACD Skill button:
     


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    George Ganahl CCXP, GCA
    Principal Technology Consultant
    Genesys
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    Original Message


  • 4.  RE: Adding Skills to queue

    Posted 01-30-2019 16:07
    No replies, thread closed.
    Thank you George. This is very helpful and exactly the information I was looking for. I appreciate you taking the time to show me exactly where this lives in the flow. ​

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    Julie Green
    Sentinel Benefits & Financial Group
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    Original Message


  • 5.  RE: Adding Skills to queue

    Posted 01-31-2019 10:39
    No replies, thread closed.
    My pleasure!

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    George Ganahl CCXP, GCA
    Principal Technology Consultant
    Genesys
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    Original Message


  • 6.  RE: Adding Skills to queue

    Posted 01-31-2019 16:29
    No replies, thread closed.
    Yes I saw that , I am pulling in the skill as string from a Lambda, and was hoping I could make this dynamic. Unfortunately The findskill(method) does not work for InboundCall flows. I don't have a lot of skills, so maybe multiple flows may be the answer. Since in our case the DNIS dictates the  skills required.

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    Stephen Ward
    Calibrus
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    Original Message


  • 7.  RE: Adding Skills to queue

    Posted 01-31-2019 16:56
      |   view attached
    No replies, thread closed.
    If you don't have a lot of skills, you could use a switch to look at the Call.CalledAddressOriginal (i.e. the DNIS) to set a skill variable using an update data action, then use that variable in the transfer to acd action.


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    Melissa Bailey
    Genesys - Employees
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    Original Message


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