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.