Genesys Cloud - Main

Hi There,

Our organization is in the process of implementing a new Cross Skilling initiative within Genesys Cloud for the voice channel.

Queue A, is experiencing peak hours, agents from Queue B, will be moved across to Queue A to assist in taking calls. Queue A & B both require the same skills to take calls (English & Voice). The agents that will be assisting with queue A, will only be taking interactions for specific contact reasons, this is done by assigning a skill for interactions with these specific contact reasons (e.g logistics)

 

The problem we have is, we don't want these agents to take any other calls that come into this queue, just those specific contact reasons. How can we prevent this from happening?

 

Our evaluation method in the queue is set to "All Skills Matching"

                                                                                                                                   

Thanks

Daniel

#ArchitectureandDesign
#Routing(ACD/IVR)

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Daniel Mooney
HelloFresh
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Hi Daniel,

I assume by this you do not have a skill assigned for the other call types into the queue. You need to assign a skill for each of the call types. Normal agents in Queue A would have all applicable skills and agents that you move over from Queue B can only have the specific skills needed.

We have used this in scenarios where we want premier agents in some queues to only answer the premier customer calls. We assign a skill for Premier calls and one for all other call types. We can then ensure the premier agents don't get the other calls.

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Richard Chandler
Conn3ct
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