Genesys Cloud CX

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  • 1.  Changing assigned queue from an InQueue flow

    Posted 3 days ago
    Hi

    My queue names include a language element.  If a caller is waiting too long in a specific language queue, I want to be able to change the queue assigned e.g. from sales_french to sales_english.  Is there a way to do this without doing another Transfer to ACD and starting the inQueue flow from the top again ?

    Thanks
    Karen
    #Unsure/Other

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    Karen Burke-Duggan
    British Telecommunications PLC
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  • 2.  RE: Changing assigned queue from an InQueue flow

    GENESYS
    Posted 3 days ago
    https://help.mypurecloud.com/articles/set-skills-action/

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    Melissa Bailey
    Genesys - Employees
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  • 3.  RE: Changing assigned queue from an InQueue flow

    Posted 3 days ago
    Hi Melissa
    Thanks for the link but it was a change of queue itself I was looking for, rather than the skills attached to the call.

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    Karen Burke-Duggan
    British Telecommunications PLC
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  • 4.  RE: Changing assigned queue from an InQueue flow

    GENESYS
    Posted 3 days ago
    Then use a transfer to acd

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    Melissa Bailey
    Genesys - Employees
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