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Language skill proficiency stars don't work?

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  • 1.  Language skill proficiency stars don't work?

    Posted 10-03-2018 12:02
    No replies, thread closed.
    Hey everyone,

    I figure below language proficiency stars have no effect on call routing unless you remove it, call will not be routed to the affected agent then.

    I had raised this with customer care back in April this year and below was the response. 

    Time has passed, I wonder if this is changed or someone has better way to handling this except adding language as a skill?

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    Cheers,
    Sajid Abbas Malek
    Al-Futtaim Technologies -
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  • 2.  RE: Language skill proficiency stars don't work?
    Best Answer

    Posted 10-04-2018 02:26
    No replies, thread closed.
    Hello Sajid

    Would you be able to setup the languages as 'Skills' (instead of or in addition to 'Languages') to get around this scenario?

    Also (just in case), I understand that for skill prioritisation to have effect you need to set the 'Best available skills' Evaluation Method. 

    Best Available Skill

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    Thanks and regards
    Blair Wilkinson
    CVT (Global) Pty Ltd
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  • 3.  RE: Language skill proficiency stars don't work?

    Posted 10-04-2018 04:48
    No replies, thread closed.
    Thanks Blair,

    This is what I had done back in April (adding language as a skill & best match) and Will do it now as well.

    I thought may be during this time it has fixed. Because if its a binary value it should be radio button or something in GUI instead of proficiency stars. Moreover its mapped in the Architect languages and in the skill dashboards also this language is showed. 

    Anyways, lets wait for it to work the way its showed in the GUI because support is aware of this issue.

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    Cheers,
    Sajid Abbas Malek
    Al-Futtaim Technologies -
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    Original Message


  • 4.  RE: Language skill proficiency stars don't work?

    Posted 10-07-2018 05:38
    Edited by Sajid Abbas 10-08-2018 04:08
    No replies, thread closed.
    @Jordan Robinson-Rucker

    Can you please have a look on documentation text Add a skill rating​ ? I have reported this via feedback as well. 

    This documentation text is either incomplete or misleading. Proficiency stars for language don't work. where as document says 

    After adding a skill or language, rate that user's skill proficiency from 1 to 5 stars. 1 represents a low proficiency and 5 represents a high proficiency..........


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    Cheers,
    Sajid Abbas Malek
    Al-Futtaim Technologies -
    ------------------------------

    Original Message


  • 5.  RE: Language skill proficiency stars don't work?

    Posted 10-08-2018 09:31
    No replies, thread closed.

    Thanks for leaving feedback in the Resource Center for that article. I do not write for that area, but I confirmed that the author of that article received your feedback. If you left a contact email, the author should reply in a few days.
    Thanks for helping us improve!



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    Jordan Robinson-Rucker
    PureCloud Technical Writer
    Genesys - Employees
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    Original Message


  • 6.  RE: Language skill proficiency stars don't work?

    Posted 10-08-2018 11:24
    No replies, thread closed.
    ​I'm really new to PureCloud, so this may seem obvious to everyone else, but is your call flow set up for skills based matching:?

    We added skills to our users so that more experienced agents would receive calls first, but it did not appear to be working.  We found out later that the call flow (in Architect) was not set up to look at skills.  We updated the call flow and then it worked as expected.

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    Brenda
    Implementing PureCloud, eMite, and VOCI
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  • 7.  RE: Language skill proficiency stars don't work?

    Posted 10-08-2018 12:13
    Edited by Sajid Abbas 10-08-2018 12:15
    No replies, thread closed.
    Thank you @Brenda Wynne

    What you are saying is correct for skills or if you have languages setup as skills too.

    Below is the place in architect where you specify which languages and/skills to look for while selecting the agent to transfer the call to. So if you choose to use language here alongside ACD skills then any agent which has this language in his/her profile will get the call routed to regardless of the proficiency stars you specified in the his/her profile. And if you remove that particular language, the call will not be routed at all.

    So my point here is - Proficiency stars for language don't work. Its either an agent has the language or not... nothing in between

    ​

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    Cheers,
    Sajid Abbas Malek
    Al-Futtaim Technologies -
    ------------------------------

    Original Message


  • 8.  RE: Language skill proficiency stars don't work?

    Posted 12-19-2018 10:59
    No replies, thread closed.
    Language stars still have no effect. I don't see any plans to change that.

    The best practice suggestion from development is to create ACD Skills named for the languages and use those instead (or in conjunction with Language Skills) to boost specific user's scores.

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    George Ganahl CCXP, GCA
    Principal Program Manager
    Genesys
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    Original Message


  • 9.  RE: Language skill proficiency stars don't work?

    Posted 12-19-2018 10:36
    No replies, thread closed.
    Are language skills still binary, does proficiency still not work?

    I just went live with this Monday with a customer, they are reporting that the proficiency doesn't seem to work. Looked around in the Community and found this thread. Damn, now I have to rebuild the call flows.

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    Greg Beal
    ConvergeOne
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  • 10.  RE: Language skill proficiency stars don't work?

    Posted 12-19-2018 11:02
    No replies, thread closed.
    The Ideas Lab suggestion to change Language proficiency to having effect on ACD routing only has 3 votes, so it is not a high priority.

    https://purecloud.ideas.aha.io/ideas/CLINB-I-260

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    George Ganahl CCXP, GCA
    Principal Program Manager
    Genesys
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    Original Message


  • 11.  RE: Language skill proficiency stars don't work?

    Posted 12-19-2018 13:11
    No replies, thread closed.
    George,

    The UI for adding Language skills need to be changed then to remove those stars. Plus the Resource Center documentation. It seems to indicate that you can use proficiency stars for Language Skills.

    https://help.mypurecloud.com/articles/add-acd-skill-language-user/ 
    https://help.mypurecloud.com/articles/add-skill-rating/

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    Greg Beal
    ConvergeOne
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    Original Message


  • 12.  RE: Language skill proficiency stars don't work?

    Posted 12-19-2018 14:35
    No replies, thread closed.
    The Resource Center has been updated (and will take effect next Wednesday).

    I have submitted a Jira ticket to change the Admin setting by getting rid of the stars for Language under the user ACD Skills settings

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    George Ganahl CCXP, GCA
    Principal Program Manager
    Genesys
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    Original Message


  • 13.  RE: Language skill proficiency stars don't work?

    Posted 02-04-2019 12:07
    No replies, thread closed.
    We were also having this issue and are in the process of moving to ACD Skills for Language.  The UI still hasn't been updated to show the Languages as a radio rather than proficicency. . Any update on when that change will be made to avoid future confusions?

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    Tanner Albus
    Realpage, Inc.
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    Original Message


  • 14.  RE: Language skill proficiency stars don't work?

    Posted 02-04-2019 15:00
    No replies, thread closed.
    No update on when or if it will be done.

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    George Ganahl CCXP, GCA
    Principal Technology Consultant
    Genesys
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    Original Message


  • 15.  RE: Language skill proficiency stars don't work?

    Posted 07-13-2022 21:30
    No replies, thread closed.
    From the July 13, 2022 - Release Notes: 

    Agent ACD skills and language proficiency routing improvement

    Contact center managers and supervisors can now add proficiency values to language skills when assigning them to agents. Previously, the agent's overall proficiency score did not include language proficiency values. Because ACD routing now combines language proficiency ratings with ACD skill ratings, contact center managers and supervisors no longer need to create separate ACD skills for language proficiency ratings when using the Best Skills Available evaluation method. For more information, see Routing and evaluation methods and Add an ACD skill or language to a user. This feature requires one of the following subscriptions: Genesys Cloud User 1, Genesys Cloud User 2, or Genesys Cloud User 3.

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    Tamme Albert Ondevilla
    Genesys - Employees
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    Original Message


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