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  • 1.  How to map Architect flow language (fr-CA) to a Language Skill for queue routing?

    Posted 3 hours ago

    Our contact center provides service in English and French, with most interactions in English. In my flow, I set the Language to fr-ca when the caller chooses French.  

    I'm having trouble building an expression to make this work and I'm not sure what I'm missing.
    I want to understand how this Language setting connects to the Language Skill used for queue routing.

    Here's what I've tried:

    • I used an Update Data action to create a variable Task.SpeakFrench (type: Language Skill) and assigned the French language skill to it.
    • However, I'm not sure how to use this variable in the Transfer to ACD action.  

    Essentially, I want to achieve:

    • If the language selected is French, assign the French language skill when routing to the queue.
    • Otherwise, set the language skill as English

    Thank you so much for help.


    #Architect
    #DataActions

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    Melissa Callender
    Senior Operations Specialist
    Ontario Teachers Pension Plan
    ------------------------------


  • 2.  RE: How to map Architect flow language (fr-CA) to a Language Skill for queue routing?

    Posted 2 hours ago

    Hi Melissa,

    you could set the default language skill to English and set the French language skill in a variable when needed at transfer to ACD with If(IsNotSetOrEmpty(Flow.language),NOT_SET, Flow.language ). More information regarding the logic:  https://help.mypurecloud.com/articles/language-skills-architect/

    I added Flow.language instead of Task so the variable is available throughout the flow instead if just a task.



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    Jeroen van der Sandt
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    Original Message


  • 3.  RE: How to map Architect flow language (fr-CA) to a Language Skill for queue routing?

    Posted 16 minutes ago

    Hi,

    On your flow under Supported Languages you can define which Language Skill should be used depending on flow language

    You could also set this manually on the Transfer to ACD action if you haven't configured a default language skill, or want to override it.



    ------------------------------
    Jan Heinonen
    Contact Center Specialist
    GlobalConnect AB
    ------------------------------

    Original Message


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