Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  Set Skills with OR for overflow

    Posted 11-07-2024 13:45
    No replies, thread closed.

    Hello,

     I would like to expand the target after some time in queue by adding a new skill. This way the routing flow will be having an overflow by monitoring two teams. The problem is that the routing is always looking for agents with both Skills instead of one Skill or the other.

    Is it possible to achieve multi targeting from Architect Flow?

    Regards,

    Mihai


    #Routing(ACD/IVR)

    ------------------------------
    Mihai Vasiloiu
    Tech Lead Customer Interactions
    ------------------------------


  • 2.  RE: Set Skills with OR for overflow
    Best Answer

    Posted 11-08-2024 14:26
    No replies, thread closed.

    Hello Mihai,

    I don't believe that we currently have that functionality available. You may want to try to achieve this using Bullseye routing by relaxing the requirements. If you haven't seen the Resource Center article on routing methods, I've got a link to that here.



    ------------------------------
    Jason Kleitz
    Online Community Manager/Moderator
    ------------------------------



Related Content