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  • 1.  Agents must have the ability to dynamically update their profile with a specific skill

    Posted 16 hours ago

    Hello

    We have the folloving Requirement: Manual Skill Injection / Queue Entry.

     Description: Agents must have the ability to dynamically update their profile with a specific skill tag during an active session. This 'on-the-fly' assignment will allow the ACD (Automatic Call Distributor) to include the agent in the expanded search logic once the predefined overflow or wait-time thresholds are met.

    How we can implemet  this ?

    Thank you in advance

    Anna


    #Implementation
    #PredictiveEngagement/Routing

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    Anna Mazor

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  • 2.  RE: Agents must have the ability to dynamically update their profile with a specific skill

    Posted 6 hours ago

    Olá @Anna Mazor, saudações do Brasil!

    Quando diz "sessão ativa", se refere a uma interação ou o fato do usuário estar logado na plataforma? O que você pode fazer, se entendi direito, é associar a fila e os skills, em seus respectivos valores, e permitir que o próprio colaborador possa ativar ou desativar suas filas, como neste exemplo:

    Hoje, tenho operação onde o colaborador por estar associado a fila, porém, inativo nela. Assim, não preciso me preocupar em associar ou desassociar filas nos agentes: ele mesmo pode ativar/desativar sua fila. 

    Veja um pouco mais aqui: Queue activation - Genesys Cloud Resource Center



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    Fernando Sotto dos Santos
    Consultor Grupo Casas Bahia
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    Original Message


  • 3.  RE: Agents must have the ability to dynamically update their profile with a specific skill
    Best Answer

    Posted 5 hours ago

    Hello Anna,

    I'm not sure if there is an easy way to do this on the agent's side. Agents would need the following permission:

    • Routing > Skill > Assign permission

    However, this would allow them to assign or remove skills to anyone via Menu > People and Permissions > People Directory.

    The best would be to assign the agents with skills and proper ratings and routing based on those criteria. If need be, a supervisor could manually route an interaction to specific agents as well. 



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    Jason Kleitz
    Online Community Manager/Moderator
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    Original Message


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