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  • 1.  Reskilling Emails using a Script

    Posted 02-19-2024 02:41

    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


    #ArchitectureandDesign
    #DigitalChannels

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    Robert Niblock
    APM
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  • 2.  RE: Reskilling Emails using a Script

    Posted 02-27-2024 21:56

    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.    



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    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
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  • 3.  RE: Reskilling Emails using a Script

    Posted 03-06-2024 03:51

    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.

      



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    Robert Niblock
    APM
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  • 4.  RE: Reskilling Emails using a Script

    Top 25 Contributor
    Posted 03-06-2024 16:15

    As Robert W mentioned you can use a data action to update the skill in the agent script.

    For calls we update skill In Queue. - One thing to note with updating skills In Q, even if it is the first task, if an agent is idle and available to take the interaction, that first tasks won't process the interactions goes straight to the agent.

    But otherwise yes certainly we do Get Participant Data to get the skills required - You can absolutely set participant data in the agent script if required.

    Then we check if there are already skills assigned, and if needed use the Find Skill and Set Skill actions to update the skill.

    Now yes in the early days of this being rolled out, it didn't update the UI, though I could be wrong but feel like they did fix that. Otherwise you would need to use the APIs to check the current skills assigned. But it definitely does update the skills. 



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    Anton Vroon
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