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  • 1.  Creating Flow for Different Languages

    Posted 02-02-2023 11:05
    Team,

    We have flows created for different languages and assigned specific language reps higher star levels to get the languages calls. But we are running into issues where if there is an English call holding and a language call hold, the rep is still getting the English call first, despite having 1 star in English and 5 stars in the language. Any suggestions on how to make it where the language calls take priorities for these specific reps? 

    Background: We do have a flow create for each language. EX. English flow, Spanish flow, French flow.
    #Routing(ACD/IVR)

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    Tommy Oudavanh
    ISN Software Corporation
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  • 2.  RE: Creating Flow for Different Languages

    Posted 02-06-2023 17:37
    Tommy,

    I'm not sure what you mean here. The idea is that you have a single flow, with the various prompts being recorded in all supported languages. You can then link the language to a Language skill and have that pass down to the queue.

    When a call comes in, you can set the language, either by programmatically detecting it from ANI or DNIS, or by asking the caller.

    After that, it's just another skill used for routing.

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    Paul Simpson
    Eventus Solutions Group
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  • 3.  RE: Creating Flow for Different Languages

    Posted 02-08-2023 15:24
    Hey Paul,

    Thanks for the information. Currently we have a flow for each language, because we have different numbers for each language line, don't believe our company will have one number for all languages, which is a good idea.

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    Tommy Oudavanh
    ISN Software Corporation
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  • 4.  RE: Creating Flow for Different Languages

    Posted 02-08-2023 15:35
    Hey Tommy,

    I see. The trick here would be to either point all of the numbers at the same flow, then have a Switch at the beginning of the flow that looks at the DNIS and sets the language, or to have a bunch of "entry" flows which set the language and then transfer to a common, central flow.

    The advantage if this is that at leaves you with one flow to maintain, rather than having to update multiple flows if, say, you want to add a menu option. It would be up to you whether one of the options in the IVR (regardless of initial language) would be to change language.

    For each language, you can associate it with a Language Skill and when you do the ACD transfer, the language set on the interaction can pass through for agent selection.

    This, of course, assumes that other than language, the flows are essentially the same.

    HTH

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    Paul Simpson
    Eventus Solutions Group
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  • 5.  RE: Creating Flow for Different Languages

    Posted 02-08-2023 15:49
    Thanks Paul! I'll take this back to my team as an idea or see if they have a reason why they did not implement it this way to begin with.

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    Tommy Oudavanh
    ISN Software Corporation
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