Genesys Cloud - Main

If I have some queues which are only used for internal transfers - therefore have no inbound architect call flow assigned to them, how can I control what skills should be allocated for calls on that queue?  

eg I have a queue - "Escalations" and I want to have people on that queue have an Escalations skill level 1-5 and use best available skills as the ACD routing method.
#Routing(ACD/IVR)

------------------------------
Vaun McCarthy

------------------------------

I don't think you can achieve this without an Architect flow.

You can specify skills and priority for e-mail interactions without and Architect Flow, but I haven't seen the same for voice interactions:


------------------------------
Paulo Mesquita
Spark NZ Trading
------------------------------

Thanks Paulo, looks like Jim's suggestion below is the best way to go at the moment.

------------------------------
Vaun McCarthy
NTT New Zealand Limited
------------------------------

Original Message:
Sent: 04-28-2020 05:43
From: Paulo Mesquita
Subject: How to set skills for a queue that's only used internally (no architect flow)

I don't think you can achieve this without an Architect flow.

You can specify skills and priority for e-mail interactions without and Architect Flow, but I haven't seen the same for voice interactions:

------------------------------
Paulo Mesquita
Spark NZ Trading
------------------------------

Just thinking outside the box a little...  What if you used 2 queues to accomplish this?

Queue #1 = Escalations
Queue #2 = Escalations By Skill

Employees that need to escalate a call can send the call to the easy-to-remember "Escalations" queue.  That queue will have no members, but it will have an Architect In-Queue Call Flow​​.  The in-queue call flow will execute against all calls as they enter the queue and it can have a single block, the "Transfer to ACD" block where you will transfer the call to the second 'Escalations By Skill" queue with the appropriate skill(s) requested.

The Escalations By Skill queue will have members that have the Escalation skill level 1-5 and as escalations arrive in that queue, then it should route the highest, appropriately skilled agent.

Would that solve your problem?

------------------------------
Jim Crespino
Senior Director, Developer Evangelism
Genesys
https://developer.genesys.com
------------------------------

Hi Jim, thanks

Yes that would likely work but it adds to the confusion for Supervisors who will then see all these additional "virtual" queues listed.  I'm already doing something similar to group all agents into an "All Agents Queue" for the performance views.  

It would be good to have an option/checkbox on each Queues configuration as to whether it should show up in the Queues/Queues Activity (or even Reporting) lists.

------------------------------
Vaun McCarthy
NTT New Zealand Limited
------------------------------

Original Message:
Sent: 04-29-2020 16:32
From: Jim Crespino
Subject: How to set skills for a queue that's only used internally (no architect flow)

Just thinking outside the box a little...  What if you used 2 queues to accomplish this?

Queue #1 = Escalations
Queue #2 = Escalations By Skill

Employees that need to escalate a call can send the call to the easy-to-remember "Escalations" queue.  That queue will have no members, but it will have an Architect In-Queue Call Flow​​.  The in-queue call flow will execute against all calls as they enter the queue and it can have a single block, the "Transfer to ACD" block where you will transfer the call to the second 'Escalations By Skill" queue with the appropriate skill(s) requested.

The Escalations By Skill queue will have members that have the Escalation skill level 1-5 and as escalations arrive in that queue, then it should route the highest, appropriately skilled agent.

Would that solve your problem?

------------------------------
Jim Crespino
Senior Director, Developer Evangelism
Genesys
https://developer.genesys.com
------------------------------

Hi Vaun,

If you play a little bit with Architect you can create a logical condition to make the call re-enter the same queue(Escalation) and look for an agent with the skills you want.


------------------------------
Paulo Mesquita
Spark NZ Trading
------------------------------

Original Message:
Sent: 04-29-2020 18:08
From: Vaun McCarthy
Subject: How to set skills for a queue that's only used internally (no architect flow)

Hi Jim, thanks

Yes that would likely work but it adds to the confusion for Supervisors who will then see all these additional "virtual" queues listed.  I'm already doing something similar to group all agents into an "All Agents Queue" for the performance views.

It would be good to have an option/checkbox on each Queues configuration as to whether it should show up in the Queues/Queues Activity (or even Reporting) lists.

------------------------------
Vaun McCarthy
NTT New Zealand Limited
------------------------------


Original Message:
Sent: 04-29-2020 16:32
From: Jim Crespino
Subject: How to set skills for a queue that's only used internally (no architect flow)

Just thinking outside the box a little...  What if you used 2 queues to accomplish this?

Queue #1 = Escalations
Queue #2 = Escalations By Skill

Employees that need to escalate a call can send the call to the easy-to-remember "Escalations" queue.  That queue will have no members, but it will have an Architect In-Queue Call Flow​​.  The in-queue call flow will execute against all calls as they enter the queue and it can have a single block, the "Transfer to ACD" block where you will transfer the call to the second 'Escalations By Skill" queue with the appropriate skill(s) requested.

The Escalations By Skill queue will have members that have the Escalation skill level 1-5 and as escalations arrive in that queue, then it should route the highest, appropriately skilled agent.

Would that solve your problem?

------------------------------
Jim Crespino
Senior Director, Developer Evangelism
Genesys
https://developer.genesys.com

Thanks Paulo, I was hoping this could be done at the queue level, or at the very least some type of set priority function that could be called in the in-queue call flow similar to what we can do under URS/IRD etc in the Engage world.  If that was possible I could create a Data Table with each queue and a priority for it.

------------------------------
Vaun McCarthy
NTT New Zealand Limited
------------------------------

Original Message:
Sent: 04-30-2020 04:41
From: Paulo Mesquita
Subject: How to set skills for a queue that's only used internally (no architect flow)

Hi Vaun,

If you play a little bit with Architect you can create a logical condition to make the call re-enter the same queue(Escalation) and look for an agent with the skills you want.


------------------------------
Paulo Mesquita
Spark NZ Trading
------------------------------


Original Message:
Sent: 04-29-2020 18:08
From: Vaun McCarthy
Subject: How to set skills for a queue that's only used internally (no architect flow)

Hi Jim, thanks

Yes that would likely work but it adds to the confusion for Supervisors who will then see all these additional "virtual" queues listed.  I'm already doing something similar to group all agents into an "All Agents Queue" for the performance views.

It would be good to have an option/checkbox on each Queues configuration as to whether it should show up in the Queues/Queues Activity (or even Reporting) lists.

------------------------------
Vaun McCarthy
NTT New Zealand Limited


Original Message:
Sent: 04-29-2020 16:32
From: Jim Crespino
Subject: How to set skills for a queue that's only used internally (no architect flow)

Just thinking outside the box a little...  What if you used 2 queues to accomplish this?

Queue #1 = Escalations
Queue #2 = Escalations By Skill

Employees that need to escalate a call can send the call to the easy-to-remember "Escalations" queue.  That queue will have no members, but it will have an Architect In-Queue Call Flow​​.  The in-queue call flow will execute against all calls as they enter the queue and it can have a single block, the "Transfer to ACD" block where you will transfer the call to the second 'Escalations By Skill" queue with the appropriate skill(s) requested.

The Escalations By Skill queue will have members that have the Escalation skill level 1-5 and as escalations arrive in that queue, then it should route the highest, appropriately skilled agent.

Would that solve your problem?

------------------------------
Jim Crespino
Senior Director, Developer Evangelism
Genesys
https://developer.genesys.com

Vaun - could you increase the priority in the in-queue flow (in architect) doing a new 'transfer to ACD'?  You could target the same queue or a different queue and use an expression to raise priority of the interaction and then send it back into queue.  (The in-queue flow has a built-in variable Call.CurrentQueue you can use as the target).  Would that meet your needs?  This may be what Paulo was referring to!

I'm curious as to how you would envision this being implemented at the queue level?  Would you want to see a 'overflow to queue X after Y seconds' option for all calls entering the queue?  Would you also want to be able to add/remove skills on that overflow?  If you could elaborate a bit, we can work to create an idea around this (or identify some existing ideas) to capture your needs accordingly.

Let us know.

Thanks,
Chris

------------------------------
Chris Bohlin
Product Manager - PureCloud
------------------------------

Original Message:
Sent: 04-30-2020 04:51
From: Vaun McCarthy
Subject: How to set skills for a queue that's only used internally (no architect flow)

Thanks Paulo, I was hoping this could be done at the queue level, or at the very least some type of set priority function that could be called in the in-queue call flow similar to what we can do under URS/IRD etc in the Engage world.  If that was possible I could create a Data Table with each queue and a priority for it.

------------------------------
Vaun McCarthy
NTT New Zealand Limited
------------------------------


Original Message:
Sent: 04-30-2020 04:41
From: Paulo Mesquita
Subject: How to set skills for a queue that's only used internally (no architect flow)

Hi Vaun,

If you play a little bit with Architect you can create a logical condition to make the call re-enter the same queue(Escalation) and look for an agent with the skills you want.


------------------------------
Paulo Mesquita
Spark NZ Trading


Original Message:
Sent: 04-29-2020 18:08
From: Vaun McCarthy
Subject: How to set skills for a queue that's only used internally (no architect flow)

Hi Jim, thanks

Yes that would likely work but it adds to the confusion for Supervisors who will then see all these additional "virtual" queues listed.  I'm already doing something similar to group all agents into an "All Agents Queue" for the performance views.

It would be good to have an option/checkbox on each Queues configuration as to whether it should show up in the Queues/Queues Activity (or even Reporting) lists.

------------------------------
Vaun McCarthy
NTT New Zealand Limited


Original Message:
Sent: 04-29-2020 16:32
From: Jim Crespino
Subject: How to set skills for a queue that's only used internally (no architect flow)

Just thinking outside the box a little...  What if you used 2 queues to accomplish this?

Queue #1 = Escalations
Queue #2 = Escalations By Skill

Employees that need to escalate a call can send the call to the easy-to-remember "Escalations" queue.  That queue will have no members, but it will have an Architect In-Queue Call Flow​​.  The in-queue call flow will execute against all calls as they enter the queue and it can have a single block, the "Transfer to ACD" block where you will transfer the call to the second 'Escalations By Skill" queue with the appropriate skill(s) requested.

The Escalations By Skill queue will have members that have the Escalation skill level 1-5 and as escalations arrive in that queue, then it should route the highest, appropriately skilled agent.

Would that solve your problem?

------------------------------
Jim Crespino
Senior Director, Developer Evangelism
Genesys
https://developer.genesys.com

Hi Chris, Paulo etc

Would the performance and reporting show that as two calls for this queue?  The first call that entered the in-queue call flow and the second one that re-entered it?  Wouldn't that mess up metrics?




------------------------------
Vaun McCarthy
NTT New Zealand Limited
------------------------------

Original Message:
Sent: 05-01-2020 11:12
From: Chris Bohlin
Subject: How to set skills for a queue that's only used internally (no architect flow)

Vaun - could you increase the priority in the in-queue flow (in architect) doing a new 'transfer to ACD'?  You could target the same queue or a different queue and use an expression to raise priority of the interaction and then send it back into queue.  (The in-queue flow has a built-in variable Call.CurrentQueue you can use as the target).  Would that meet your needs?  This may be what Paulo was referring to!

I'm curious as to how you would envision this being implemented at the queue level?  Would you want to see a 'overflow to queue X after Y seconds' option for all calls entering the queue?  Would you also want to be able to add/remove skills on that overflow?  If you could elaborate a bit, we can work to create an idea around this (or identify some existing ideas) to capture your needs accordingly.

Let us know.

Thanks,
Chris

------------------------------
Chris Bohlin
Product Manager - PureCloud
------------------------------


Original Message:
Sent: 04-30-2020 04:51
From: Vaun McCarthy
Subject: How to set skills for a queue that's only used internally (no architect flow)

Thanks Paulo, I was hoping this could be done at the queue level, or at the very least some type of set priority function that could be called in the in-queue call flow similar to what we can do under URS/IRD etc in the Engage world.  If that was possible I could create a Data Table with each queue and a priority for it.

------------------------------
Vaun McCarthy
NTT New Zealand Limited


Original Message:
Sent: 04-30-2020 04:41
From: Paulo Mesquita
Subject: How to set skills for a queue that's only used internally (no architect flow)

Hi Vaun,

If you play a little bit with Architect you can create a logical condition to make the call re-enter the same queue(Escalation) and look for an agent with the skills you want.


------------------------------
Paulo Mesquita
Spark NZ Trading


Original Message:
Sent: 04-29-2020 18:08
From: Vaun McCarthy
Subject: How to set skills for a queue that's only used internally (no architect flow)

Hi Jim, thanks

Yes that would likely work but it adds to the confusion for Supervisors who will then see all these additional "virtual" queues listed.  I'm already doing something similar to group all agents into an "All Agents Queue" for the performance views.

It would be good to have an option/checkbox on each Queues configuration as to whether it should show up in the Queues/Queues Activity (or even Reporting) lists.

------------------------------
Vaun McCarthy
NTT New Zealand Limited


Original Message:
Sent: 04-29-2020 16:32
From: Jim Crespino
Subject: How to set skills for a queue that's only used internally (no architect flow)

Just thinking outside the box a little...  What if you used 2 queues to accomplish this?

Queue #1 = Escalations
Queue #2 = Escalations By Skill

Employees that need to escalate a call can send the call to the easy-to-remember "Escalations" queue.  That queue will have no members, but it will have an Architect In-Queue Call Flow​​.  The in-queue call flow will execute against all calls as they enter the queue and it can have a single block, the "Transfer to ACD" block where you will transfer the call to the second 'Escalations By Skill" queue with the appropriate skill(s) requested.

The Escalations By Skill queue will have members that have the Escalation skill level 1-5 and as escalations arrive in that queue, then it should route the highest, appropriately skilled agent.

Would that solve your problem?

------------------------------
Jim Crespino
Senior Director, Developer Evangelism
Genesys
https://developer.genesys.com

I can't speak to the reporting unfortunately, (perhaps others know?) but I don't think it will be double counted unless you change queues.  (Where you'd have a count for the interaction in each (which sort of makes sense.)

My best advice would be to test and let us know what happens!

Thanks,
Chris

------------------------------
Chris Bohlin
Product Manager - PureCloud
------------------------------

Original Message:
Sent: 05-03-2020 20:27
From: Vaun McCarthy
Subject: How to set skills for a queue that's only used internally (no architect flow)

Hi Chris, Paulo etc

Would the performance and reporting show that as two calls for this queue?  The first call that entered the in-queue call flow and the second one that re-entered it?  Wouldn't that mess up metrics?




------------------------------
Vaun McCarthy
NTT New Zealand Limited
------------------------------


Original Message:
Sent: 05-01-2020 11:12
From: Chris Bohlin
Subject: How to set skills for a queue that's only used internally (no architect flow)

Vaun - could you increase the priority in the in-queue flow (in architect) doing a new 'transfer to ACD'?  You could target the same queue or a different queue and use an expression to raise priority of the interaction and then send it back into queue.  (The in-queue flow has a built-in variable Call.CurrentQueue you can use as the target).  Would that meet your needs?  This may be what Paulo was referring to!

I'm curious as to how you would envision this being implemented at the queue level?  Would you want to see a 'overflow to queue X after Y seconds' option for all calls entering the queue?  Would you also want to be able to add/remove skills on that overflow?  If you could elaborate a bit, we can work to create an idea around this (or identify some existing ideas) to capture your needs accordingly.

Let us know.

Thanks,
Chris

------------------------------
Chris Bohlin
Product Manager - PureCloud


Original Message:
Sent: 04-30-2020 04:51
From: Vaun McCarthy
Subject: How to set skills for a queue that's only used internally (no architect flow)

Thanks Paulo, I was hoping this could be done at the queue level, or at the very least some type of set priority function that could be called in the in-queue call flow similar to what we can do under URS/IRD etc in the Engage world.  If that was possible I could create a Data Table with each queue and a priority for it.

------------------------------
Vaun McCarthy
NTT New Zealand Limited


Original Message:
Sent: 04-30-2020 04:41
From: Paulo Mesquita
Subject: How to set skills for a queue that's only used internally (no architect flow)

Hi Vaun,

If you play a little bit with Architect you can create a logical condition to make the call re-enter the same queue(Escalation) and look for an agent with the skills you want.


------------------------------
Paulo Mesquita
Spark NZ Trading


Original Message:
Sent: 04-29-2020 18:08
From: Vaun McCarthy
Subject: How to set skills for a queue that's only used internally (no architect flow)

Hi Jim, thanks

Yes that would likely work but it adds to the confusion for Supervisors who will then see all these additional "virtual" queues listed.  I'm already doing something similar to group all agents into an "All Agents Queue" for the performance views.

It would be good to have an option/checkbox on each Queues configuration as to whether it should show up in the Queues/Queues Activity (or even Reporting) lists.

------------------------------
Vaun McCarthy
NTT New Zealand Limited


Original Message:
Sent: 04-29-2020 16:32
From: Jim Crespino
Subject: How to set skills for a queue that's only used internally (no architect flow)

Just thinking outside the box a little...  What if you used 2 queues to accomplish this?

Queue #1 = Escalations
Queue #2 = Escalations By Skill

Employees that need to escalate a call can send the call to the easy-to-remember "Escalations" queue.  That queue will have no members, but it will have an Architect In-Queue Call Flow​​.  The in-queue call flow will execute against all calls as they enter the queue and it can have a single block, the "Transfer to ACD" block where you will transfer the call to the second 'Escalations By Skill" queue with the appropriate skill(s) requested.

The Escalations By Skill queue will have members that have the Escalation skill level 1-5 and as escalations arrive in that queue, then it should route the highest, appropriately skilled agent.

Would that solve your problem?

------------------------------
Jim Crespino
Senior Director, Developer Evangelism
Genesys
https://developer.genesys.com

Hi Vaun,

When we look at the interactions view we have a single interaction for each call.

If you have a dashboard, then the call offered metric will increment 2x every time you transfer a call to this queue.

------------------------------
Paulo Mesquita
Spark NZ Trading
------------------------------

Original Message:
Sent: 05-03-2020 20:27
From: Vaun McCarthy
Subject: How to set skills for a queue that's only used internally (no architect flow)

Hi Chris, Paulo etc

Would the performance and reporting show that as two calls for this queue?  The first call that entered the in-queue call flow and the second one that re-entered it?  Wouldn't that mess up metrics?




------------------------------
Vaun McCarthy
NTT New Zealand Limited
------------------------------


Original Message:
Sent: 05-01-2020 11:12
From: Chris Bohlin
Subject: How to set skills for a queue that's only used internally (no architect flow)

Vaun - could you increase the priority in the in-queue flow (in architect) doing a new 'transfer to ACD'?  You could target the same queue or a different queue and use an expression to raise priority of the interaction and then send it back into queue.  (The in-queue flow has a built-in variable Call.CurrentQueue you can use as the target).  Would that meet your needs?  This may be what Paulo was referring to!

I'm curious as to how you would envision this being implemented at the queue level?  Would you want to see a 'overflow to queue X after Y seconds' option for all calls entering the queue?  Would you also want to be able to add/remove skills on that overflow?  If you could elaborate a bit, we can work to create an idea around this (or identify some existing ideas) to capture your needs accordingly.

Let us know.

Thanks,
Chris

------------------------------
Chris Bohlin
Product Manager - PureCloud


Original Message:
Sent: 04-30-2020 04:51
From: Vaun McCarthy
Subject: How to set skills for a queue that's only used internally (no architect flow)

Thanks Paulo, I was hoping this could be done at the queue level, or at the very least some type of set priority function that could be called in the in-queue call flow similar to what we can do under URS/IRD etc in the Engage world.  If that was possible I could create a Data Table with each queue and a priority for it.

------------------------------
Vaun McCarthy
NTT New Zealand Limited


Original Message:
Sent: 04-30-2020 04:41
From: Paulo Mesquita
Subject: How to set skills for a queue that's only used internally (no architect flow)

Hi Vaun,

If you play a little bit with Architect you can create a logical condition to make the call re-enter the same queue(Escalation) and look for an agent with the skills you want.


------------------------------
Paulo Mesquita
Spark NZ Trading


Original Message:
Sent: 04-29-2020 18:08
From: Vaun McCarthy
Subject: How to set skills for a queue that's only used internally (no architect flow)

Hi Jim, thanks

Yes that would likely work but it adds to the confusion for Supervisors who will then see all these additional "virtual" queues listed.  I'm already doing something similar to group all agents into an "All Agents Queue" for the performance views.

It would be good to have an option/checkbox on each Queues configuration as to whether it should show up in the Queues/Queues Activity (or even Reporting) lists.

------------------------------
Vaun McCarthy
NTT New Zealand Limited


Original Message:
Sent: 04-29-2020 16:32
From: Jim Crespino
Subject: How to set skills for a queue that's only used internally (no architect flow)

Just thinking outside the box a little...  What if you used 2 queues to accomplish this?

Queue #1 = Escalations
Queue #2 = Escalations By Skill

Employees that need to escalate a call can send the call to the easy-to-remember "Escalations" queue.  That queue will have no members, but it will have an Architect In-Queue Call Flow​​.  The in-queue call flow will execute against all calls as they enter the queue and it can have a single block, the "Transfer to ACD" block where you will transfer the call to the second 'Escalations By Skill" queue with the appropriate skill(s) requested.

The Escalations By Skill queue will have members that have the Escalation skill level 1-5 and as escalations arrive in that queue, then it should route the highest, appropriately skilled agent.

Would that solve your problem?

------------------------------
Jim Crespino
Senior Director, Developer Evangelism
Genesys
https://developer.genesys.com

One other thing to look at might be to take advantage of the Secure Flow functionality you can call from a script. You can use drop-down lists and check-boxes or whatever to set the name of the queue and the skills wanted, then use a button to call a Secure Call flow which then uses a Transfer to ACD action to transfer to the queue you want with the skills and priority you want. (Just because it is a Secure Call flow does not mean it has to actually contain secure functionality)

See my discussion of the secure call flow in:

https://community.genesys.com/digestviewer29/viewthread?GroupId=19&MessageKey=bd193bfb-207c-4670-88e2-4ad05fce8a11&CommunityKey=bab95e9c-6bbe-4a13-8ade-8ec0faf733d4&tab=digestviewer

Also see my walk-through of the setup in the Q&A Show video (By George segment near the end): 

https://youtu.be/V56rnsWY1UA

Just a possible alternative to achieve what you want. You could also set something in the script which is passed to the Secure Call flow and then used to do the lookup in your data table.

------------------------------
George Ganahl GCP (Genesys Cloud), ICCE
Principal Technology Consultant
Genesys
------------------------------

Hi George

Looking at your secure flow solution for this, I assume since we're going to  a secure flow, will participant data captured in the original IVR, and any that the first agent entered be available at the far end by the agent who gets the call from the "secure flow"?

------------------------------
Vaun McCarthy
NTT New Zealand Limited
------------------------------

Original Message:
Sent: 05-04-2020 10:20
From: George Ganahl
Subject: How to set skills for a queue that's only used internally (no architect flow)

One other thing to look at might be to take advantage of the Secure Flow functionality you can call from a script. You can use drop-down lists and check-boxes or whatever to set the name of the queue and the skills wanted, then use a button to call a Secure Call flow which then uses a Transfer to ACD action to transfer to the queue you want with the skills and priority you want. (Just because it is a Secure Call flow does not mean it has to actually contain secure functionality)

See my discussion of the secure call flow in:

https://community.genesys.com/digestviewer29/viewthread?GroupId=19&MessageKey=bd193bfb-207c-4670-88e2-4ad05fce8a11&CommunityKey=bab95e9c-6bbe-4a13-8ade-8ec0faf733d4&tab=digestviewer

Also see my walk-through of the setup in the Q&A Show video (By George segment near the end): 

https://youtu.be/V56rnsWY1UA

Just a possible alternative to achieve what you want. You could also set something in the script which is passed to the Secure Call flow and then used to do the lookup in your data table.

------------------------------
George Ganahl GCP (Genesys Cloud), ICCE
Principal Technology Consultant
Genesys
------------------------------