Genesys Cloud - Main

Hi Team,

When a call enters the In-Queue Flow, I first play hold music and the default estimated wait time. I have configured an Offer Voicemail option that routes only to Skill A, because only agents with Skill A can handle voicemail interactions.

If the customer does not choose voicemail, I want to remove Skill A, then play hold music and the estimated wait time again for up to three retries. After the retries are completed, the call should finally go to voicemail.

In this scenario, I want to remove Skill A and the other skill as well while the call is in the In-Queue Flow. Could you please let me know how this can be achieved in the In-Queue Flow? If anyone has implemented a similar scenario, please share your suggestions.

Hi,

You can implement this scenario by adding a loop in the In-Queue Flow that retries the hold process up to three times within a defined time interval.

During the first and second attempts, you can keep the current skills assigned and continue playing the hold music along with the estimated wait time.

On the third attempt, you can use setSkillAction to remove the skills (including Skill A and the other skill) by setting them as Expression with the value NOT_SET, as shown in the image below.

After removing all the skills, you can then route the call to voicemail.

This approach allows the system to retry the queue handling a few times before finally directing the interaction to voicemail if no agent becomes available.

Best regards.

Hi Team,

When a call enters the In-Queue Flow, I first play hold music and the default estimated wait time. I have configured an Offer Voicemail option that routes only to Skill A, because only agents with Skill A can handle voicemail interactions.

If the customer does not choose voicemail, I want to remove Skill A, then play hold music and the estimated wait time again for up to three retries. After the retries are completed, the call should finally go to voicemail.

In this scenario, I want to remove Skill A and the other skill as well while the call is in the In-Queue Flow. Could you please let me know how this can be achieved in the In-Queue Flow? If anyone has implemented a similar scenario, please share your suggestions.

Hi,

You can implement this scenario by adding a loop in the In-Queue Flow that retries the hold process up to three times within a defined time interval.

During the first and second attempts, you can keep the current skills assigned and continue playing the hold music along with the estimated wait time.

On the third attempt, you can use setSkillAction to remove the skills (including Skill A and the other skill) by setting them as Expression with the value NOT_SET, as shown in the image below.

After removing all the skills, you can then route the call to voicemail.

This approach allows the system to retry the queue handling a few times before finally directing the interaction to voicemail if no agent becomes available.

Best regards.

Hi Team,

When a call enters the In-Queue Flow, I first play hold music and the default estimated wait time. I have configured an Offer Voicemail option that routes only to Skill A, because only agents with Skill A can handle voicemail interactions.

If the customer does not choose voicemail, I want to remove Skill A, then play hold music and the estimated wait time again for up to three retries. After the retries are completed, the call should finally go to voicemail.

In this scenario, I want to remove Skill A and the other skill as well while the call is in the In-Queue Flow. Could you please let me know how this can be achieved in the In-Queue Flow? If anyone has implemented a similar scenario, please share your suggestions.

Hi @Alesson Santos, Even after following the below steps, I am still receiving interactions.
Scenario 1: Skill-Based Routing 

When a call enters the in-queue flow:

Skill A is retained, so the interaction should be routed only to agents assigned to Skill A.
The caller hears:
Hold music
Default Estimated Wait Time (EWT)
The caller is given options:
Press 1 for callback
Press 2 for voicemail
If the caller provides invalid input, the flow moves to Scenario 2.

Expected behavior:
Only agents who are assigned to Skill A should receive the interaction (including voicemail and callback requests).

Scenario 2: Removed Skill A

If the caller enters invalid input:

Skill A is removed using the Set Skill block:
MakeEmptyList(ToSkill(NOT_SET))
The flow enters a loop, where:
Skills are cleared again (to ensure no skill restriction)
Hold music is played
EWT is announced
This loop continues for 3 retries
After retries, the caller is again offered:
Voicemail
Callback

Expected behavior:
Since no skill is assigned, the interaction should be handled by the queue, meaning any available agent (not limited to Skill A) can receive it.

Key Observation from Testing

Even though i am not part of the Skill A, but  still receiving :

Voicemail interactions
Queue interactions from Scenario 1

This indicates that Skill A restriction is not being enforced properly, or the interaction is being re-queued without skill filtering, causing it to reach to queue agents.

Observation: I am not assigned to the skill; I am only a member of the queue. However, I am still receiving Scenario 1 calls. Is there anything missing in my configuration?

Hi,

You can implement this scenario by adding a loop in the In-Queue Flow that retries the hold process up to three times within a defined time interval.

During the first and second attempts, you can keep the current skills assigned and continue playing the hold music along with the estimated wait time.

On the third attempt, you can use setSkillAction to remove the skills (including Skill A and the other skill) by setting them as Expression with the value NOT_SET, as shown in the image below.

After removing all the skills, you can then route the call to voicemail.

This approach allows the system to retry the queue handling a few times before finally directing the interaction to voicemail if no agent becomes available.

Best regards.

Hi Team,

When a call enters the In-Queue Flow, I first play hold music and the default estimated wait time. I have configured an Offer Voicemail option that routes only to Skill A, because only agents with Skill A can handle voicemail interactions.

If the customer does not choose voicemail, I want to remove Skill A, then play hold music and the estimated wait time again for up to three retries. After the retries are completed, the call should finally go to voicemail.

In this scenario, I want to remove Skill A and the other skill as well while the call is in the In-Queue Flow. Could you please let me know how this can be achieved in the In-Queue Flow? If anyone has implemented a similar scenario, please share your suggestions.