Genesys Cloud - Main

 View Only

Sign Up

Back to discussions
Expand all | Collapse all

Request for some love for Idea "Consider Skill Priority when selecting Interactions"

  Thread closed by the administrator, not accepting new replies.

  • 1.  Request for some love for Idea "Consider Skill Priority when selecting Interactions"

    Posted 01-15-2024 13:30
    No replies, thread closed.

    Hi,

    I apologize in advance, but you will likely see a few messages like this from me in the next day or two. I want to keep each message thread separate!

    Many of you may not realize that Genesys has an Ideas website (Aha!) which, whilst not perfect (see various posts from me and others on THAT subject!) is the main method we have for requesting features / enhancements. If you don't frequent the site, you may miss some of the cool ideas that get proposed.

    In this post, I'd like to draw your attention to this idea.

    Currently, proficiency is only considered when selecting an Agent for an Interaction, not when selecting an Interaction for an Agent. This can lead to interactions not being processed by the most proficient agent.

    Thanks!


    #Roadmap/NewFeatures
    #Routing(ACD/IVR)

    ------------------------------
    Paul Simpson
    Views expressed are my own and do not necessarily reflect those of my employer.
    ------------------------------


  • 2.  RE: Request for some love for Idea "Consider Skill Priority when selecting Interactions"
    Best Answer

    Posted 02-17-2024 23:10
    No replies, thread closed.

    Proficiency is in the works from what I hear.  It might come out differently than PureConnect, but should fit you needs.  Watch the idea for In Development.  



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


Related Content