Genesys Cloud - Main

Hey there Greg,

Great question, though I think that the solution you might want to present would be better in a lot of cases. If you can, recommend the following;

Through the call flow have your IVR ask the customer what language (from the sounds of this, it appears this might be the case?) they would like to talk in etc. At this point, depending on what language the customer selects in the IVR, you would attach a language skill to the interaction. Then only assign those language skills to agents that can speak it.

This was, you can use routing to only deliver that interaction to the agents that can actually speak it.

It will make for a much better CX and also reporting on the contact centre will be much better, as if an agent clicks decline, they will go into "not responding" which is a useful metric to look into to see when agents are not paying attention etc.

Let me know if you want to see a few things on how I do it in my CC and <g class="gr_ gr_1022 gr-alert gr_gramm gr_inline_cards gr_run_anim Punctuation only-ins replaceWithoutSep" id="1022" data-gr-id="1022">hopefully</g> this can help you along. 

Hey there Greg,

Great question, though I think that the solution you might want to present would be better in a lot of cases. If you can, recommend the following;

Through the call flow have your IVR ask the customer what language (from the sounds of this, it appears this might be the case?) they would like to talk in etc. At this point, depending on what language the customer selects in the IVR, you would attach a language skill to the interaction. Then only assign those language skills to agents that can speak it.

This was, you can use routing to only deliver that interaction to the agents that can actually speak it.

It will make for a much better CX and also reporting on the contact centre will be much better, as if an agent clicks decline, they will go into "not responding" which is a useful metric to look into to see when agents are not paying attention etc.

Let me know if you want to see a few things on how I do it in my CC and <g class="gr_ gr_1022 gr-alert gr_gramm gr_inline_cards gr_run_anim Punctuation only-ins replaceWithoutSep" id="1022" data-gr-id="1022">hopefully</g> this can help you along. 

Hey there Greg,

Great question, though I think that the solution you might want to present would be better in a lot of cases. If you can, recommend the following;

Through the call flow have your IVR ask the customer what language (from the sounds of this, it appears this might be the case?) they would like to talk in etc. At this point, depending on what language the customer selects in the IVR, you would attach a language skill to the interaction. Then only assign those language skills to agents that can speak it.

This was, you can use routing to only deliver that interaction to the agents that can actually speak it.

It will make for a much better CX and also reporting on the contact centre will be much better, as if an agent clicks decline, they will go into "not responding" which is a useful metric to look into to see when agents are not paying attention etc.

Let me know if you want to see a few things on how I do it in my CC and <g class="gr_ gr_1022 gr-alert gr_gramm gr_inline_cards gr_run_anim Punctuation only-ins replaceWithoutSep" id="1022" data-gr-id="1022">hopefully</g> this can help you along. 

Hey there Greg,

Great question, though I think that the solution you might want to present would be better in a lot of cases. If you can, recommend the following;

Through the call flow have your IVR ask the customer what language (from the sounds of this, it appears this might be the case?) they would like to talk in etc. At this point, depending on what language the customer selects in the IVR, you would attach a language skill to the interaction. Then only assign those language skills to agents that can speak it.

This was, you can use routing to only deliver that interaction to the agents that can actually speak it.

It will make for a much better CX and also reporting on the contact centre will be much better, as if an agent clicks decline, they will go into "not responding" which is a useful metric to look into to see when agents are not paying attention etc.

Let me know if you want to see a few things on how I do it in my CC and <g class="gr_ gr_1022 gr-alert gr_gramm gr_inline_cards gr_run_anim Punctuation only-ins replaceWithoutSep" id="1022" data-gr-id="1022">hopefully</g> this can help you along. 

Hey there Greg,

Great question, though I think that the solution you might want to present would be better in a lot of cases. If you can, recommend the following;

Through the call flow have your IVR ask the customer what language (from the sounds of this, it appears this might be the case?) they would like to talk in etc. At this point, depending on what language the customer selects in the IVR, you would attach a language skill to the interaction. Then only assign those language skills to agents that can speak it.

This was, you can use routing to only deliver that interaction to the agents that can actually speak it.

It will make for a much better CX and also reporting on the contact centre will be much better, as if an agent clicks decline, they will go into "not responding" which is a useful metric to look into to see when agents are not paying attention etc.

Let me know if you want to see a few things on how I do it in my CC and <g class="gr_ gr_1022 gr-alert gr_gramm gr_inline_cards gr_run_anim Punctuation only-ins replaceWithoutSep" id="1022" data-gr-id="1022">hopefully</g> this can help you along. 

Hey there Greg,

Great question, though I think that the solution you might want to present would be better in a lot of cases. If you can, recommend the following;

Through the call flow have your IVR ask the customer what language (from the sounds of this, it appears this might be the case?) they would like to talk in etc. At this point, depending on what language the customer selects in the IVR, you would attach a language skill to the interaction. Then only assign those language skills to agents that can speak it.

This was, you can use routing to only deliver that interaction to the agents that can actually speak it.

It will make for a much better CX and also reporting on the contact centre will be much better, as if an agent clicks decline, they will go into "not responding" which is a useful metric to look into to see when agents are not paying attention etc.

Let me know if you want to see a few things on how I do it in my CC and <g class="gr_ gr_1022 gr-alert gr_gramm gr_inline_cards gr_run_anim Punctuation only-ins replaceWithoutSep" id="1022" data-gr-id="1022">hopefully</g> this can help you along. 

Hey there Greg,

Great question, though I think that the solution you might want to present would be better in a lot of cases. If you can, recommend the following;

Through the call flow have your IVR ask the customer what language (from the sounds of this, it appears this might be the case?) they would like to talk in etc. At this point, depending on what language the customer selects in the IVR, you would attach a language skill to the interaction. Then only assign those language skills to agents that can speak it.

This was, you can use routing to only deliver that interaction to the agents that can actually speak it.

It will make for a much better CX and also reporting on the contact centre will be much better, as if an agent clicks decline, they will go into "not responding" which is a useful metric to look into to see when agents are not paying attention etc.

Let me know if you want to see a few things on how I do it in my CC and <g class="gr_ gr_1022 gr-alert gr_gramm gr_inline_cards gr_run_anim Punctuation only-ins replaceWithoutSep" id="1022" data-gr-id="1022">hopefully</g> this can help you along. 

Hey there Greg,

Great question, though I think that the solution you might want to present would be better in a lot of cases. If you can, recommend the following;

Through the call flow have your IVR ask the customer what language (from the sounds of this, it appears this might be the case?) they would like to talk in etc. At this point, depending on what language the customer selects in the IVR, you would attach a language skill to the interaction. Then only assign those language skills to agents that can speak it.

This was, you can use routing to only deliver that interaction to the agents that can actually speak it.

It will make for a much better CX and also reporting on the contact centre will be much better, as if an agent clicks decline, they will go into "not responding" which is a useful metric to look into to see when agents are not paying attention etc.

Let me know if you want to see a few things on how I do it in my CC and <g class="gr_ gr_1022 gr-alert gr_gramm gr_inline_cards gr_run_anim Punctuation only-ins replaceWithoutSep" id="1022" data-gr-id="1022">hopefully</g> this can help you along. 

Hey there Greg,

Great question, though I think that the solution you might want to present would be better in a lot of cases. If you can, recommend the following;

Through the call flow have your IVR ask the customer what language (from the sounds of this, it appears this might be the case?) they would like to talk in etc. At this point, depending on what language the customer selects in the IVR, you would attach a language skill to the interaction. Then only assign those language skills to agents that can speak it.

This was, you can use routing to only deliver that interaction to the agents that can actually speak it.

It will make for a much better CX and also reporting on the contact centre will be much better, as if an agent clicks decline, they will go into "not responding" which is a useful metric to look into to see when agents are not paying attention etc.

Let me know if you want to see a few things on how I do it in my CC and <g class="gr_ gr_1022 gr-alert gr_gramm gr_inline_cards gr_run_anim Punctuation only-ins replaceWithoutSep" id="1022" data-gr-id="1022">hopefully</g> this can help you along.