Genesys Cloud - Main

Good Morning!

Looking for a little advice or thoughts on how to handle a particular scenario.  Let me set it up first:

We have two queues:

• Queue 1
• Queue 2

Calls first route to Queue 1 with one or two skills, and the customer gets qualified for our product.  At this point let's say the call has "Skill A".

Once that happens, if the customer qualifies we route try to do a consult transfer to Queue 2 through a flow to work with a professional in a state they're licensed to work in.  At this point we add a skill to the call to make sure only the correctly licensed agent gets the call.  Let's call this "Skill B".

The issue come into play when nobody is available to take the call right away.  In our In-Call flow we have the ability to create a regular callback and leave the call in the Queue 2.  This works great and only leaves the call with "Skill B" which is expected.

If, however, the customer isn't able to take a call again right away and wants one scheduled it appears that both "Skill A" and "Skill B" are attached to the scheduled callback we create because those skills were, at some point, added to the participant data of the call.  Or at least that's my assumption.

Because of this, when the callback is created it contains skills for both Queue 1 and Queue 2...but nobody can answer the call because nobody has both sets of skills.  Just one or the other.

Our current workaround is to just monitor these situations and create a new callback via the API with the correct skills and participant data, then delete the old one.  This obviously isn't ideal, however.

Let me know if the situation makes sense and if you have any thoughts.

Cheers!

#ArchitectureandDesign

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Brian Stephens
Telecom Developer
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Now I haven't tried this myself, but from what I've read

Scheduled callback, to retain skill you can use the somewhat new setting under Organization settings > callbacks Inherit Skills from Inbound Call

https://help.mypurecloud.com/articles/preserve-skills-from-calls-for-callbacks-and-voicemails/

This is a global toggle unfortunately, but should achieve what you are after.

Thanks Anton!

This looks so close to what we need!

My only concern here is that we offer in-queue callbacks while the agent and the customer are waiting on someone from Queue 2 to pickup.  If nobody does, we want that callback to go to Queue 2 with Skill B.  This feels like when that callback is created in-queue it may add Skill A now instead which wouldn't be ideal.

This has me thinking though...  Maybe we do turn it on and instead of just utilizing the built-in Architect "Create Callback" action in the in-queue flow, maybe we send it through a Data Action instead that creates a callback via the API with just the specific skills we need.  This way scheduled callbacks will still retain the skills from the initial call, and the callback created in-queue will just have the specific skills we require...

I think I'm on the right path now, but will need to play around.

Much appreciated!

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Brian Stephens
Telecom Developer
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No worries, sometimes we just need someone to trigger a new idea, and happy to be that person :)

Using a custom data action to create a callback might be one way to do it.

It would be nice if we could choose the skill to assign on the create callback action