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  • 1.  Genesys Cloud IVR: Skills vs. Queues for Dynamic Routing with a 10-Second Delay

    Posted 5 days ago

    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!


    #Routing(ACD/IVR)

    ------------------------------
    Ragheb Gmira
    Consultant IT
    ------------------------------


  • 2.  RE: Genesys Cloud IVR: Skills vs. Queues for Dynamic Routing with a 10-Second Delay

    Posted 5 days ago
    Edited by Phaneendra Avatapalli 5 days ago

    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.



    ------------------------------
    Phaneendra
    Technical Solutions Consultant
    ------------------------------



  • 3.  RE: Genesys Cloud IVR: Skills vs. Queues for Dynamic Routing with a 10-Second Delay

    Posted 4 days ago

    Hi Phaneendra,

    Thank you very much for the detailed explanation and for sharing the documentation. It is really helpful.

    I have one additional constraint in my implementation that makes the approach slightly more complicated.

    My Data Action and Transfer to ACD are currently inside a Bot Flow because the Intent identified by the bot is used as a parameter for the Data Action. The Data Action then returns the Primary Skill and Backup Skill dynamically.

    The issue I have is that the Evaluate Skill Expression Filters action is not available in a Bot Flow.

    Because of this limitation, I am considering another approach:

    1. Use Find Skill for the Primary Skill.
    2. Use another Find Skill for the Backup Skill.
    3. Transfer the call initially using the Primary Skill.
    4. Pass the Backup Skill result to the In-Queue Call Flow using Set Participant Data.
    5. In the In-Queue Call Flow, after 10 seconds, use the Backup Skill information to broaden the routing criteria.

    Do you think this approach is technically feasible in Genesys Cloud?

    In particular, is it possible to pass the Find Skill result through participant data and then use it in the In-Queue Call Flow to dynamically update the skill expression?

    Or would you recommend another architecture that would allow me to keep the Intent → Data Action → dynamic Primary/Backup Skills logic inside the Bot Flow while still achieving the Primary Skill first, then Primary + Backup Skill after 10 seconds behavior?

    Thanks again for your help!



    ------------------------------
    Ragheb Gmira
    Consultant IT
    ------------------------------

    Original Message


  • 4.  RE: Genesys Cloud IVR: Skills vs. Queues for Dynamic Routing with a 10-Second Delay
    Best Answer

    Posted 4 days ago

    Hi Ragheb,

    Yes, I think your revised approach is worth exploring, with one small change.

    I wouldn't try to pass the actual Find Skill result through participant data, because participant data is string-based while Find Skill returns an Architect Skill value.

    Instead, I would pass the Primary Skill name and Backup Skill name returned by your Data Action as participant data.

    So the pattern could be:

    Bot Flow

    • Data Action returns Primary Skill name and Backup Skill name.
    • Use Find Skill for the Primary Skill and transfer initially using that skill.
    • Store the Primary and Backup skill names in participant data before the transfer.

    In-Queue Call Flow

    • Retrieve those skill-name strings from participant data.
    • After the 10-second Hold Music period, use those values to build/evaluate the required skill expression.
    • Use Set Skill Expression Filters to change the criteria to effectively:

    Primary Skill OR Backup Skill

    Genesys specifically supports applying skill expression filters while an interaction is already waiting in queue, so this seems to be the right place to perform the expansion.

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

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

    https://help.genesys.cloud/articles/transfer-to-acd-action/

    I haven't implemented this exact Bot Flow → participant data → In-Queue Flow pattern myself, but based on the documented capabilities, I think passing the skill names rather than the Skill objects would be the cleaner way to approach it.

    Let us know how your testing goes.



    ------------------------------
    Phaneendra
    Technical Solutions Consultant
    ------------------------------

    Original Message


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