Genesys Cloud - Main

Hi everyone,

I'm currently implementing an IVR and I'm trying to determine whether Skills or Queues would be the best approach for my use case.

My use case

For each incoming call:

1. I make an API call using a Data Action.
2. The API returns one or two variables:
   • Primary Skill
   • Backup Skill
3. The call should be routed:
   • First to the Primary Skill
   • After 10 seconds, if no agent is available, the call should also be offered to the Backup Skill, while continuing to be offered to the Primary Skill.

The skills are dynamic, because they are returned by the API for each individual call.

Limitations / questions I have found

1. Transfer to ACD

In the Transfer to ACD block, I can specify both skill variables, but I don't see how to configure a 10-second delay between the Primary Skill and the Backup Skill.

Is there a way to achieve this dynamically?

2. Bullseye Routing

I also considered using Bullseye Routing, since it seems to fit the concept of expanding the routing criteria after a certain amount of time.

However, Bullseye Routing appears to be configured statically at the queue level. Since I have multiple possible combinations of Primary/Backup Skills, I would potentially need to create a separate queue for each use case, which doesn't seem like a good solution.

What would be the best approach?

Maybe I am missing some Genesys Cloud functionality.

Would you recommend using:

• Dynamic Skills?
• Bullseye Routing?
• Multiple queues?
• A combination of Architect logic and ACD routing?
• Or another routing mechanism that would allow me to dynamically route to Skill A first, then Skill A + Skill B after 10 seconds?

Any guidance or examples of the recommended Genesys Cloud architecture for this use case would be greatly appreciated.

Thanks in advance!

Hi Ragheb,

I haven't implemented this exact use case myself, but from my understanding, one native approach worth exploring is ACD Skill Expression Filters combined with an In-Queue Call Flow. This avoids the need for multiple queues and should allow you to dynamically expand the eligible agents after 10 seconds.

In your inbound flow, you could use the Find Skill action to look up the Primary and Backup skill names returned by your Data Action. Then use Evaluate Skill Expression Filters to build an expression containing just the Primary Skill and pass that to Transfer to ACD. This initially routes the interaction based on the Primary Skill criteria.

In the In-Queue Call Flow, you could use Hold Music with Play for duration = 10 seconds, then use Set Skill Expression Filters to update the expression to:

Primary Skill OR Backup Skill

The updated skill expression filter would then broaden the eligible agent criteria while the interaction is already waiting in the same queue.

One thing to be aware of is that Skill Expression Filters have specific routing requirements. Genesys documents them for Standard or Predictive routing with All Skills Matching, and they are not supported with Bullseye routing.

A few Genesys resources that may help:

Find Skill action:

https://help.genesys.cloud/articles/find-skill-action/

Routing and evaluation methods / ACD Skill Expression Filters:

https://help.genesys.cloud/articles/routing-methods-evaluation-methods-and-interaction-routing-rules/

I haven't tested this exact configuration, but based on the documented capabilities, I think it is worth exploring for your requirement.

Hope this helps! I'm sure someone from community might add more to this.

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Phaneendra
Technical Solutions Consultant
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