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

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

Apparently this is intended behaviour...

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

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