Genesys Cloud - Main

Hi,

I try to build an Email Flow that will route inbound emails based on their languages (Language Skill)

One Email address will receives emails with two languages,

Some agents have the language skill1, and the others have Language Skill2, and all of them are belonging to the same Email queue

My question is: which action and expression I should add in the Architect to detect automatically the Language Skill of the inbound email then route it to the right agent

I found ''Find Language Skill'' expression, but I don't know how it works 

Thank you in advance

Use the DetectLanguage function to figure out the language of the email.

If the 2 language skills are English & Spanish, you can use the following expression in a decision action.  In the true path do a transfer to ACD with the language skill of English and the false path do a transfer with the skill of Spanish.  Note if the DetectLanguage cannot determine which language is being used, it will default to English in this example.

DetectLanguage(Email.Message.body, "en") == "en"

------------------------------
Melissa Bailey
Genesys - Employees
------------------------------

Original Message:
Sent: 08-02-2018 14:04
From: Oudderhem Mostafa
Subject: Email routing based on the Language Skill

Hi,

I try to build an Email Flow that will route inbound emails based on their languages (Language Skill)

One Email address will receives emails with two languages,

Some agents have the language skill1, and the others have Language Skill2, and all of them are belonging to the same Email queue

My question is: which action and expression I should add in the Architect to detect automatically the Language Skill of the inbound email then route it to the right agent

I found ''Find Language Skill'' expression, but I don't know how it works

Thank you in advance

Thank you Melissa,

Sorry, I confused, what expression I should put on the Decision action

only : DetectLanguage(Email.Message.body, "en") == "en" ==> if true it will transfer to ACD with English skill

If False => It will transfer to ACD with Spanish Skill, but how it will detect if it is Spanish Language, maybe it will requires to add another Decision action under False path with: DetectLanguage(Email.Message.body, "sp") == "sp"

Please correct me if I'm wrong ?

Thank you
Original Message:
Sent: 08-02-2018 14:13
From: Melissa Bailey
Subject: Email routing based on the Language Skill

Use the DetectLanguage function to figure out the language of the email.

If the 2 language skills are English & Spanish, you can use the following expression in a decision action.  In the true path do a transfer to ACD with the language skill of English and the false path do a transfer with the skill of Spanish.  Note if the DetectLanguage cannot determine which language is being used, it will default to English in this example.

DetectLanguage(Email.Message.body, "en") == "en"

------------------------------
Melissa Bailey
Genesys - Employees

Original Message:
Sent: 08-02-2018 14:04
From: Oudderhem Mostafa
Subject: Email routing based on the Language Skill

Hi,

I try to build an Email Flow that will route inbound emails based on their languages (Language Skill)

One Email address will receives emails with two languages,

Some agents have the language skill1, and the others have Language Skill2, and all of them are belonging to the same Email queue

My question is: which action and expression I should add in the Architect to detect automatically the Language Skill of the inbound email then route it to the right agent

I found ''Find Language Skill'' expression, but I don't know how it works

Thank you in advance

DetectLanguage will return es if it detects the language is Spanish.  This is not equal to en, therefore it will take the false path.  If DetectLanguage detects English, or it unable to figure out the language, it will return en and take the true path.

If you have more than 2 languages, you would use a switch action instead of a decision so you can handle all the cases with out having to have nested ifs.

------------------------------
Melissa Bailey
Genesys - Employees
------------------------------

Original Message:
Sent: 08-02-2018 14:32
From: Oudderhem Mostafa
Subject: Email routing based on the Language Skill

Thank you Melissa,

Sorry, I confused, what expression I should put on the Decision action

only : DetectLanguage(Email.Message.body, "en") == "en" ==> if true it will transfer to ACD with English skill

If False => It will transfer to ACD with Spanish Skill, but how it will detect if it is Spanish Language, maybe it will requires to add another Decision action under False path with: DetectLanguage(Email.Message.body, "sp") == "sp"

Please correct me if I'm wrong ?

Thank you
Original Message:
Sent: 08-02-2018 14:13
From: Melissa Bailey
Subject: Email routing based on the Language Skill

Use the DetectLanguage function to figure out the language of the email.

If the 2 language skills are English & Spanish, you can use the following expression in a decision action.  In the true path do a transfer to ACD with the language skill of English and the false path do a transfer with the skill of Spanish.  Note if the DetectLanguage cannot determine which language is being used, it will default to English in this example.

DetectLanguage(Email.Message.body, "en") == "en"

------------------------------
Melissa Bailey
Genesys - Employees

Original Message:
Sent: 08-02-2018 14:04
From: Oudderhem Mostafa
Subject: Email routing based on the Language Skill

Hi,

I try to build an Email Flow that will route inbound emails based on their languages (Language Skill)

One Email address will receives emails with two languages,

Some agents have the language skill1, and the others have Language Skill2, and all of them are belonging to the same Email queue

My question is: which action and expression I should add in the Architect to detect automatically the Language Skill of the inbound email then route it to the right agent

I found ''Find Language Skill'' expression, but I don't know how it works

Thank you in advance

Thank you, it is very clear now
Original Message:
Sent: 08-02-2018 14:41
From: Melissa Bailey
Subject: Email routing based on the Language Skill

DetectLanguage will return es if it detects the language is Spanish.  This is not equal to en, therefore it will take the false path.  If DetectLanguage detects English, or it unable to figure out the language, it will return en and take the true path.

If you have more than 2 languages, you would use a switch action instead of a decision so you can handle all the cases with out having to have nested ifs.

------------------------------
Melissa Bailey
Genesys - Employees

Original Message:
Sent: 08-02-2018 14:32
From: Oudderhem Mostafa
Subject: Email routing based on the Language Skill

Thank you Melissa,

Sorry, I confused, what expression I should put on the Decision action

only : DetectLanguage(Email.Message.body, "en") == "en" ==> if true it will transfer to ACD with English skill

If False => It will transfer to ACD with Spanish Skill, but how it will detect if it is Spanish Language, maybe it will requires to add another Decision action under False path with: DetectLanguage(Email.Message.body, "sp") == "sp"

Please correct me if I'm wrong ?

Thank you
Original Message:
Sent: 08-02-2018 14:13
From: Melissa Bailey
Subject: Email routing based on the Language Skill

Use the DetectLanguage function to figure out the language of the email.

If the 2 language skills are English & Spanish, you can use the following expression in a decision action.  In the true path do a transfer to ACD with the language skill of English and the false path do a transfer with the skill of Spanish.  Note if the DetectLanguage cannot determine which language is being used, it will default to English in this example.

DetectLanguage(Email.Message.body, "en") == "en"

------------------------------
Melissa Bailey
Genesys - Employees

Original Message:
Sent: 08-02-2018 14:04
From: Oudderhem Mostafa
Subject: Email routing based on the Language Skill

Hi,

I try to build an Email Flow that will route inbound emails based on their languages (Language Skill)

One Email address will receives emails with two languages,

Some agents have the language skill1, and the others have Language Skill2, and all of them are belonging to the same Email queue

My question is: which action and expression I should add in the Architect to detect automatically the Language Skill of the inbound email then route it to the right agent

I found ''Find Language Skill'' expression, but I don't know how it works

Thank you in advance