Genesys Cloud - Main

Hi,

I have a requirement where we have several skill groups that need to be combined based by DNIS and show the stats based on that. Is there a way to do it within Genesys Cloud without resorting to API? For example, something like DNIS_GROUP = Filter(SkillGroup(A,B,C), DNIS="1800FLOWERS")

#ArchitectandDesign
#Reporting/Analytics
#Routing(ACD/IVR)

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Amit Abdul
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My choice is to use a Data Table that has the DNIS as the key and a column for the skills.  In your flow, do a table lookup and retrieve the skills into a collection.  Then loop through the string collection and find the skill GUID and add to a skill collection. Then in he ACD transfer, you can use it skill collection.  You could add the queue to the table and use the find queue tool to have the queue and skills as variables.

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Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com
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