Hi all,

Our Org is setup to strip skills on ACD transfer which doesn't work well for one of our email queues.  As staff aren't able to park emails at this stage, they end up transferring interactions back into the same queue again to respond later on.  The queue is also setup with a multitude of skills which allows agents to work through certain emails interactions from the queue.  However, some emails need to go back into the queue.  As a result, the email goes back in and its skill/s are stripped.

I was hoping to come up with a solution where an agent can reskill the interaction via a Script when returning it to the queue.  I'm hoping to use a drop box with the available skills and then implement a button which will transfer it back into the queue.

Has anyone setup something similar and have any suggestions on things to consider getting this to work?  

Thanks

I would use the in-queue Email flow to check the email to see if it was in another queue and if so, change the skills on it.  Alternatively, you can have a button on a script to have the agent choose the skills and transfer it to the correct queue using a couple of data actions to update the participant data and then one to transfer to the proper queue.    

Hi all,

Our Org is setup to strip skills on ACD transfer which doesn't work well for one of our email queues.  As staff aren't able to park emails at this stage, they end up transferring interactions back into the same queue again to respond later on.  The queue is also setup with a multitude of skills which allows agents to work through certain emails interactions from the queue.  However, some emails need to go back into the queue.  As a result, the email goes back in and its skill/s are stripped.

I was hoping to come up with a solution where an agent can reskill the interaction via a Script when returning it to the queue.  I'm hoping to use a drop box with the available skills and then implement a button which will transfer it back into the queue.

Has anyone setup something similar and have any suggestions on things to consider getting this to work?  

Thanks

I've been trying to get this to work with an in-queue email flow with no luck.  I've setup the Participant Data to hold the skill in question in the Inbound Email flow, but when i transfer it back into the queue, I can't seem to figure out how to use that Participant Data to reskill it.  My thoughts were to use Get Participant Data, but because it's not in the same flow, I don't believe that'll work?

The inbound email flow has multiple skill possibilities (based off data tables/keywords), so it's not as simple as just setting one skill in the in queue.  I've even tested just using Set Skill with a Generic skill, removing that skill from my profile, transferring the email back into queue, but even that doesn't set the skill properly?

I read somewhere else that using Set Skill for in-queue doesn't work in terms of it displaying in the queue activity.  I'm just really confused now on why this doesn't work as I'd assume.

I would use the in-queue Email flow to check the email to see if it was in another queue and if so, change the skills on it.  Alternatively, you can have a button on a script to have the agent choose the skills and transfer it to the correct queue using a couple of data actions to update the participant data and then one to transfer to the proper queue.    

Hi all,

Our Org is setup to strip skills on ACD transfer which doesn't work well for one of our email queues.  As staff aren't able to park emails at this stage, they end up transferring interactions back into the same queue again to respond later on.  The queue is also setup with a multitude of skills which allows agents to work through certain emails interactions from the queue.  However, some emails need to go back into the queue.  As a result, the email goes back in and its skill/s are stripped.

I was hoping to come up with a solution where an agent can reskill the interaction via a Script when returning it to the queue.  I'm hoping to use a drop box with the available skills and then implement a button which will transfer it back into the queue.

Has anyone setup something similar and have any suggestions on things to consider getting this to work?  

Thanks