Genesys Cloud - Main

Hi everyone.

We would like to override calls on the same queue, by removing the Skill (for statistic reason).
We don't want to use Bullseye, because it's only connected to time, and we want to override only if noone connected.

So i have an Action that request On Queue number of agent on a specific queue and Skill.
But, i can't find a way to get the Skills set on the current call.

And then i would like to remove that Skill if necessary. is it possible without doing a new transfer ?

thank you for help
#ArchitectureandDesign
#Routing(ACD/IVR)

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Matthieu Frys
Lyreco Management
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Hi @Matthieu FRYS,

Unfortunately, you can accomplish this only by making another Transfer to ACD action to change the skill.

We have already discussed this topic before (here is the link for this thread : https://community.genesys.com/digestviewer29/viewthread?MessageKey=ab0eee39-e379-461e-8478-f17d2dbadaf7&CommunityKey=bab95e9c-6bbe-4a13-8ade-8ec0faf733d4&tab=digestviewer#bmab0eee39-e379-461e-8478-f17d2dbadaf7)

I invite you to vote for this idea: https://purecloud.ideas.aha.io/ideas/CLINB-I-445


For your other question, you can either :

  - Use Performance/Queues Activity to see the skill for the current call
  - Use Performance/Interactions also (need to add Skills column if it's not the case in your view)
  - Use a Script to display the skill used from Architect

Below, screenshots of the Performance view.

Hope it helps




Regards,

CHARAF

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Charaf Eddine Chemlal
NTT France
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