Felice_Vittoria | 2021-08-31 02:30:40 UTC | #1
Hello all,
Is it possible to reprocess email conversations to go back to the inbound email flow so that I can add a skill? I have a request to add skills on all emails currently in the queue waiting to be assigned to an agent.
Thank you, Felice
Jerome.Saint-Marc | 2021-08-31 12:18:03 UTC | #2
Hello,
It is not possible to "reprocess" an email conversation which is waiting in queue.
But a new Platform API capability was released last week - to update skills of conversations which are in queue.
"Update ACD and language skills on an interaction in a queue with Routing API
Developers can now set new ACD and language skills on an interaction or remove them while the interaction waits in a queue, using one of the Routing APIs. Note that updating skills may impact forecasting and scheduling capabilities because the targeted agents change each time skills are added or removed. For more information, see /api/v2/routing/conversations/{conversationID) in Routing in the Developer Center. This feature requires one of the following subscriptions: Genesys Cloud User 1, Genesys Cloud User 2, or Genesys Cloud User 3."
You can use a PATCH /api/v2/routing/conversations/{conversationId}, specifying the skills in the request body. The skills you specify will replace previous skills - so as you want to add a new skill, you would need to specify the existing skills and the new skill.
As an example, the body would look like this (for 2 skills):
{ "skillIds": ["idofyourfirstskill","idofyoursecondskill"] }
If you don't know the skillIds, you can use a GET /api/v2/routing/skills to retrieve the list of skills with their names and ids.
As a note, as I just did a test: at this time, the new skillIds will not be reflected in the conversation details (i.e. requestedRoutingSkillIds).
Regards,
Felice_Vittoria | 2021-08-31 12:50:20 UTC | #3
Thank you Jerome. I tried myself and I see the same results. I also do not see the skills added to the email conversations when looking at Queue Activity view.
Jerome.Saint-Marc | 2021-08-31 12:55:26 UTC | #4
But I can confirm it works and is taken into account (I tried with a conversation originally targeting skills that my Contact Center Agent didn't have - then, I updated the skills for a specific conversation with some my agent had and he properly received the conversation - chat in my test).
Regards,
Felice_Vittoria | 2021-08-31 14:41:46 UTC | #5
Jerome,
Thank you. I was able to confirm as well. Do you know if there is a plan to resolve the issue so that the skillIds are reflected in the conversation details? If so, is there an ETA?
Felice
Jerome.Saint-Marc | 2021-08-31 14:46:26 UTC | #6
Yes, I think Engineering is still working on that feature (enhancing it step by step). No, I don't have an ETA. This recent reply from engineering on the same API endpoint - the question was about updating priority which was also added recently before skills/languages - can give some context: https://developer.genesys.cloud/forum/t/patch-priority-api/11420/2
Regards,
Felice_Vittoria | 2021-08-31 15:08:54 UTC | #7
Jerome,
Thank you for the update. Is there any way at this time to confirm that the changes have been applied?
Felice
Jerome.Saint-Marc | 2021-08-31 15:31:59 UTC | #8
The new skills, priority, languages appear in the PATCH response (when you make the update) And as it is mentioned in the post I referenced above, you can apparently send subsequent PATCH requests with empty JSON bodies (i.e. {}) and it will return the current state.
Regards,
system | 2021-10-01 15:32:30 UTC | #9
This topic was automatically closed 31 days after the last reply. New replies are no longer allowed.
This post was migrated from the old Developer Forum.
ref: 11872