Genesys Cloud - Main

Hello, 

I was wondering if it was possible to route calls using something similar to preferred agent routing but a group of people or a skill group instead? We have 2 skills, Advisers and Specialists and we want our calls to only route to the Specialist skill group after X amount of time. 

Does this sort of functionality exist or might it be something that may come in the future? 

Thanks

Amy

#Routing(ACD/IVR)

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Amy Thomson
Heineken UK Limited
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Use an inqueue flow and the Set Skills action.  Notice this action is a set (I want these skills) not a remove, so you'll set it with just the specialist skill. 

If you don't have any other logic in your inqueue flow, use a Hold Music action, in duration mode, for however long you want to wait until changing the skills.

If you do have other logic in your flow, use a decision action to see if it's been long enough.  I'd guess you want this at the top of the flow, so it checks every time it loops, but that depends on what other logic you have.  This expression shows how to check if the inqueue flow has been running for over 2 minutes 44 seconds.

DateTimeDiff(GetCurrentDateTimeUtc(), Flow.StartDateTimeUtc) > MakeDuration(0, 0, 2, 44)

https://help.mypurecloud.com/articles/set-skills-action/

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Melissa Bailey
Genesys - Employees
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I'd just use Bullseye Routing. Have a skill that only the Advisors have and drop it after the specified time.

HTH

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Paul Simpson
Eventus Solutions Group
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