Genesys Cloud - Main

Our org has been using skill routing for our sales agents for the last few months and we are looking to enhance this experience for our customers.  A skill is determined based on the zip code a customer inputs before chatting in. What I'm trying to figure out is if we can check a queue if a skill is unavailable and send the message to a different flow or or in-queue flow. Has anyone built this in their organization? I only see queue availability, but not a way to check the skill.

#ArchitectureandDesign

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Matthew Aubin
Product Manager
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Some things to consider...

• Even if you check and verify someone with the skill is "available" in the queue, that can change any moment since the user can log off, go on break, etc. (or a user with the skill could log in, go On Queue, etc. right after you check)
• You have to define what "available" means...both On Queue and Idle, or just On Queue and Active, or just Online...etc.
• You could concentrate on WFM and having the right mix of agents the majority of the time, and just let ACD do its thing
• If desired, you could implement Bullseye and strip the skill after x minutes, or overflow to another queue after x minutes of wait time using the In-Queue flow...though that disrupts WFM calculations if you strip the skill with Bullseye

If you really want to do the check, you'd have to use a Data Action hitting the API GET /api/v2/routing/queues/{queueId}/members and expand for routing status and skills and parse through the returned arrays in Architect to figure out if there is an agent in the right Routing Status (or Presence if you expand on that instead) plus the desired Skill...

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George Ganahl GCCX-AI, GCP, GCSME
Technical Adoption Champion
Genesys
2024 Community Member of the Year
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