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  • 1.  Email transfer language skill

    Posted 05-30-2023 05:20
    No replies, thread closed.

    Use-case:
    1. Inbound email goes through flow where language skill "french" is explicitly set on the route acd block. (queue A)
    2. Agent1 in queueA has skill french and receives the interaction
    3. Agent1 blind transfers the email to queueB
    4. Agent2 in queueB receives the interaction even though he has no french skill.

    So language skills are removed during transfer??? Or am I doing something wrong? I do not understand why this is happening. I would expect that language skills are set fir the duration of the interaction???


    rgds,

    T


    #Routing(ACD/IVR)

    ------------------------------
    Tommy Braes
    CX Consultant
    Proximus PLC
    Belgium
    tommy.braes.ext@proximus.com
    ------------------------------


  • 2.  RE: Email transfer language skill

    Posted 05-30-2023 10:06
    No replies, thread closed.

    Update. When an email has been send to a queue from the architect flow (with the language skill explicitly set in the routing block), it seems that there is no languageskill attched to the interaction when it is in the queue. The email.languageSkill parameter is null?

    But the mail is only sent to agents with the correct skill. But when the email is transferred to another queue, the mail is distributed to any agent in that queue regardless what language skill they have???

    I must be doing something wrong, this cannot be intended behaviour...:-(


    rgds,

    T



    ------------------------------
    Tommy Braes
    CX Consultant
    Proximus PLC
    Belgium
    tommy.braes.ext@proximus.com
    ------------------------------



  • 3.  RE: Email transfer language skill

    Posted 06-30-2023 06:57
    No replies, thread closed.

    Apparently this is intended behaviour...

    https://community.genesys.com/discussion/language-skills-stripped-on-transfer-to-queue



    ------------------------------
    Tommy Braes
    CX Consultant
    Proximus PLC
    Belgium
    ------------------------------



  • 4.  RE: Email transfer language skill

    Posted 07-03-2023 13:25
    No replies, thread closed.

    May I suggest an AppFoundry app for Advanced Email:

    https://appfoundry.genesys.com/filter/genesyscloud/listing/59c44a27-fb86-4806-8640-18a99c7f544f

    It converts every email to a Case, and uses the Case info (language, sentiment, content, ...) to do routing. 



    ------------------------------
    Maksim Gill
    Eccentex (Advanced Case and Email Management Platform for Genesys)
    https://www.eccentex.com/genesys
    ------------------------------

    Original Message


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