Genesys Cloud - Main

I have set up a skill-based queue. Previously, users had an inbound/ In queue call flow that directed calls to the Queue, and they were able to get metrics for the answer rate. Now, since calls are being routed through a different skill-based queue, can they still see the metrics in the main inbound call flow to find out how many agents answered or not?

I directed the In queue-Flow in the Queue itself to be directed to the Inbound Call Flow which is skill based. It all works fine. But, now it is only the reporting part. 

It appears that the metrics are not displaying as expected. For example, the offer count is around 24, but the answer rate is only 1%, which is not reflecting correctly. Calls are showing up as not being answered. One of our service initiatives is to maintain a high answer rate. The issue is marked in yellow.

Hey John, 

I think I follow what you mean 

Inbound customer -> IVR -> customer selects queue -> sends to Queue A -> goes into in-queue flow for Queue A -> in-queue flow has a transfer to ACD/Queue node? -> enters Queue B -> agent answers?

If this is correct, then the above is expected (with it seems 1 call abn before the in-queue flow could execute and one agent answering before execution?)

If you are doing skills based routing, why don't you just assign the appropriate skill in the original call menu/transfer to ACD node? 

Happy to help here, just want/need to understand your flow better - could you post the original and in queue flow ?