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  • 1.  Dynamic Skill Expression Groups

    Posted 06-12-2024 16:23

    Currently, our targeting structure is Agent/Team/Dept/Rollover. To accomplish this, I am currently using a combination of Preferred Agent Routing (individual agent owning the lead) and Bullseye Routing for the various target expansions. However, in order to avoid a 1:1 queue and 1:1 Skill Expression group for every agent team, I'd like to be able to make the BullsEye Skill Expression Groups dynamic using data driven variables.

    For example, using data obtained from MSFT Dynamics, Data Actions, and Data Tables, I'd like to create a Skill Expression Group using this data. This could be done using Variables or even Participant Data. But, the premise is something like this.

    Preferred Agent = Flow.User  (I am doing this already in the Transfer to ACD block)

    Ring 1 = Flow.Skill1 >=0
    Ring2 = Flow.Skill1 >=0 OR Flow.Skill2 >=0
    Ring3 = Flow.Skill1>-0 OR Flow.Skill2 >= 0 OR Flow.Skill3 >=0

    Has anyone done anything like this? In order to get the "Team" (Ring1), it appears that I am going to have to create the 1:1 Skill Expression Group which then cascades into the 1:1 queue CFG as well.

    Thanks in advance!


    #Routing(ACD/IVR)

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    Michael Rigney
    Sr. Contact Center Engr.
    J. B. Hunt Transport, Inc.
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  • 2.  RE: Dynamic Skill Expression Groups

    Posted 06-12-2024 18:43

    @Michael Rigney

    As you noticed, in Skill Expressions, you can use only predefined (static) Skills. 

    The possible solution to your inquiry would be to use the Architect Set Skills actions in your In-Queue flow based on the elapsed time. In the expression for these actions, you can use the built-in function FindSkills, for example MakeList(FindSkill(Flow.Skill1))

    More about this Architect's action can be found at: 

    https://help.mypurecloud.com/articles/set-skills-action/



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    Tatjana Knezevic

    www.startelecom.cloud

    https://www.linkedin.com/company/star-telecom-www-startelecom-ca-/
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