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  • 1.  Prevent distribution in an in-queue flow

    Posted 11-10-2025 10:23
    No replies, thread closed.

    Hi all,

    I have a question that seems so simple that I hesitated to ask. I keep searching in Architect but can't find a straightforward solution. Either I'm missing something obvious, or Genesys is (I hope it's me :)). In an "in-queue" flow, I call a bot, and then after the bot I return to my flow to continue waiting. While the user is interacting with the bot, if an agent becomes available, the call is routed to them. I want to prevent this from happening - in other words, I want to block distribution while I'm on this block. Is there a way to prevent distribution for a specific section of the flow, for example ?

    Thanks for your help, I found nothing in documentation....

    #CallRouting #InQueueCallFlow #In-queueCallFlow 


    #ArchitectandDesign
    #Routing(ACD/IVR)

    ------------------------------
    Catherine DUPIRE
    Customer Success Manager
    NXO FRANCE SASU
    ------------------------------


  • 2.  RE: Prevent distribution in an in-queue flow
    Best Answer

    Posted 11-10-2025 10:29
    No replies, thread closed.

    The only way to do that would be to exit the queue.  Transfer to an inbound call flow, call the bot flow, then transfer back to ACD.  However that means the caller would lose their place in line and go to the end of the queue.



    ------------------------------
    Melissa Bailey
    Software Engineer
    ------------------------------



  • 3.  RE: Prevent distribution in an in-queue flow

    Posted 11-11-2025 08:04
    No replies, thread closed.

    Hi Catherine,

    I suppose you could attach a skill to the call that no agents have while the call is in the bot and then remove it when the bot is done, but without knowing the exact use case here I would prefer to have the bot in the inbound flow before the call gets transferred to the queue.

    Otherwise calls that can't be answered will add to the amount of queued calls, avg wait time etc in statistics.



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



  • 4.  RE: Prevent distribution in an in-queue flow

    Posted 11-14-2025 22:19
    No replies, thread closed.

    Agree with @Jan Heinonen, with the respect that the bot should be offered and handled within the bot flow and prior to being transferred to a queue. 

    I wouldn't recommend the option of requiring a "fake ACD Skill" and then removing it when the bot ends, as it will have a negative impact on the queue average wait time, ASA and impact SLA.   



    ------------------------------
    Tatjana Knezevic

    www.startelecom.cloud

    https://www.linkedin.com/company/star-telecom-www-startelecom-ca-/
    ------------------------------

    Original Message


  • 5.  RE: Prevent distribution in an in-queue flow

    Posted 11-17-2025 04:51
    No replies, thread closed.

    @Melissa Bailey @Jan Heinonen @Tatjana Knezevic 

    Thank you votre your posts and your recommandations. 

    So I understand that it's not possible to avoid returning to the queue. I fidn it starnge and unfortunate. But okay, I'll do it differently then. 

    Thanks for your help, it's really nice to be able to get yourr feedback. And rassuring to know that if I didn't find it wasn't just because I'm bad at it ! 🤣



    ------------------------------
    Catherine DUPIRE
    Customer Success Manager
    NXO FRANCE SASU
    ------------------------------



  • 6.  RE: Prevent distribution in an in-queue flow

    Posted 11-18-2025 10:27
    No replies, thread closed.

    Hi @Catherine DUPIRE,

    I'm curious what the bot is used for within the in-queue flow?  Is it allowing the caller to perform some self-service operations while they are waiting?



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

    Original Message


  • 7.  RE: Prevent distribution in an in-queue flow

    Posted 11-18-2025 11:33
    No replies, thread closed.

    @Jim Crespino , it's a local authority : when callers are in queue, after a delay we suggest asking their question to the bot, which will search in the knowledge base and try to provide answer. This is quite efficient . :-) 



    ------------------------------
    Catherine DUPIRE
    Customer Success Manager
    NXO FRANCE SASU
    ------------------------------

    Original Message


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