Genesys Cloud - Main

Hello , Just wanted to ask if there is a method to add or amend skills while Call is on the Queue , the Scenario is I want to add Callback skill and add it to the Calls where Callback offered to the customers who are waiting on the Queue and accepted the Call back offer , so the call back option will be routed to the agents with Callback skill only.
also wanted to enquire if there is an API can Perform this operation.
#ArchitectureandDesign
#Implementation
#Routing(ACD/IVR)

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Mahmoud Ibrahim
IBM World Trade Corporation (Egypt Branch)
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There isn't really a way to add skills to the call while it is waiting in queue.  The ideal goal of the callback is to keep the caller's place in queue and call them back once their spot is reached.  In theory by wanting to add a skill to limit the number of agents that can receive the interaction, that is not necessarily the goal you wish to achieve.  

What you could do, is in the in queue flow where you are prompting the caller if they would like a call back, instead of setting up the call back in the in queue flow, you can use the transfer to ACD interaction, transfer back into the same queue, add your callback skill, and use a different in queue flow that only has the steps to set up the call back.  This will alter the position in the queue for this caller though.

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Jason Tripp
Independent Health Association, Inc.
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Thank you very much, this is very Good Solution but for the reporting an issue appeared as the call is routed to the queue Twice one for the first Transfer to ACD and Next one for the Transfer to ACD for the Callback.

------------------------------
Mahmoud Ibrahim
IBM World Trade Corporation (Egypt Branch)
------------------------------

Original Message:
Sent: 11-10-2021 11:45
From: Jason Tripp
Subject: Skill Amendment for Calls in a queue

There isn't really a way to add skills to the call while it is waiting in queue.  The ideal goal of the callback is to keep the caller's place in queue and call them back once their spot is reached.  In theory by wanting to add a skill to limit the number of agents that can receive the interaction, that is not necessarily the goal you wish to achieve.

What you could do, is in the in queue flow where you are prompting the caller if they would like a call back, instead of setting up the call back in the in queue flow, you can use the transfer to ACD interaction, transfer back into the same queue, add your callback skill, and use a different in queue flow that only has the steps to set up the call back.  This will alter the position in the queue for this caller though.

------------------------------
Jason Tripp
Independent Health Association, Inc.
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Hi folks - wanted to add a quick blurb about being able to append skills to a waiting interaction.   We introduced support for this a few months ago with one of our routing endpoints.  See here:  PATCH /api/v2/routing/conversations.

This will allow you to change or add skills to a conversation.  One warning I will give you is that doing this could have signficant impact on forecasting and scheduling as you are effectively changing the target of the interaction and that may not be included in the planning group.

Hopefully this helps!

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Chris Bohlin
Product Manager - PureCloud
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Original Message:
Sent: 11-11-2021 06:07
From: Mahmoud Ibrahim
Subject: Skill Amendment for Calls in a queue

Thank you very much, this is very Good Solution but for the reporting an issue appeared as the call is routed to the queue Twice one for the first Transfer to ACD and Next one for the Transfer to ACD for the Callback.

------------------------------
Mahmoud Ibrahim
IBM World Trade Corporation (Egypt Branch)
------------------------------


Original Message:
Sent: 11-10-2021 11:45
From: Jason Tripp
Subject: Skill Amendment for Calls in a queue

There isn't really a way to add skills to the call while it is waiting in queue.  The ideal goal of the callback is to keep the caller's place in queue and call them back once their spot is reached.  In theory by wanting to add a skill to limit the number of agents that can receive the interaction, that is not necessarily the goal you wish to achieve.

What you could do, is in the in queue flow where you are prompting the caller if they would like a call back, instead of setting up the call back in the in queue flow, you can use the transfer to ACD interaction, transfer back into the same queue, add your callback skill, and use a different in queue flow that only has the steps to set up the call back.  This will alter the position in the queue for this caller though.

------------------------------
Jason Tripp
Independent Health Association, Inc.

Thank you very much , I have checked it.

------------------------------
Mahmoud Ibrahim
IBM World Trade Corporation (Egypt Branch)
------------------------------

Original Message:
Sent: 11-11-2021 08:17
From: Chris Bohlin
Subject: Skill Amendment for Calls in a queue

Hi folks - wanted to add a quick blurb about being able to append skills to a waiting interaction.   We introduced support for this a few months ago with one of our routing endpoints.  See here:  PATCH /api/v2/routing/conversations.

This will allow you to change or add skills to a conversation.  One warning I will give you is that doing this could have signficant impact on forecasting and scheduling as you are effectively changing the target of the interaction and that may not be included in the planning group.

Hopefully this helps!

------------------------------
Chris Bohlin
Product Manager - PureCloud
------------------------------


Original Message:
Sent: 11-11-2021 06:07
From: Mahmoud Ibrahim
Subject: Skill Amendment for Calls in a queue

Thank you very much, this is very Good Solution but for the reporting an issue appeared as the call is routed to the queue Twice one for the first Transfer to ACD and Next one for the Transfer to ACD for the Callback.

------------------------------
Mahmoud Ibrahim
IBM World Trade Corporation (Egypt Branch)


Original Message:
Sent: 11-10-2021 11:45
From: Jason Tripp
Subject: Skill Amendment for Calls in a queue

There isn't really a way to add skills to the call while it is waiting in queue.  The ideal goal of the callback is to keep the caller's place in queue and call them back once their spot is reached.  In theory by wanting to add a skill to limit the number of agents that can receive the interaction, that is not necessarily the goal you wish to achieve.

What you could do, is in the in queue flow where you are prompting the caller if they would like a call back, instead of setting up the call back in the in queue flow, you can use the transfer to ACD interaction, transfer back into the same queue, add your callback skill, and use a different in queue flow that only has the steps to set up the call back.  This will alter the position in the queue for this caller though.

------------------------------
Jason Tripp
Independent Health Association, Inc.

Hey Chris,

Just checking, so if we have an in queue callback setup which loops around checking if the customer want's a callback, could we add an additional skill to the interaction while it's looping? 

If so, we could then have other agents who don't normally man the queue but they could be logged in to the queue and if that skill appears they'd get the call, ignoring the other calls in the queue...

We've considered creating overflow queues for when we are busy, but that creates complexity, whereas adding a new skill could get around that...

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Andrew Doller
Aioi Nissay Dowa Insurance Australia Pty Ltd
------------------------------

Original Message:
Sent: 11-11-2021 08:17
From: Chris Bohlin
Subject: Skill Amendment for Calls in a queue

Hi folks - wanted to add a quick blurb about being able to append skills to a waiting interaction.   We introduced support for this a few months ago with one of our routing endpoints.  See here:  PATCH /api/v2/routing/conversations.

This will allow you to change or add skills to a conversation.  One warning I will give you is that doing this could have signficant impact on forecasting and scheduling as you are effectively changing the target of the interaction and that may not be included in the planning group.

Hopefully this helps!

------------------------------
Chris Bohlin
Product Manager - PureCloud
------------------------------


Original Message:
Sent: 11-11-2021 06:07
From: Mahmoud Ibrahim
Subject: Skill Amendment for Calls in a queue

Thank you very much, this is very Good Solution but for the reporting an issue appeared as the call is routed to the queue Twice one for the first Transfer to ACD and Next one for the Transfer to ACD for the Callback.

------------------------------
Mahmoud Ibrahim
IBM World Trade Corporation (Egypt Branch)


Original Message:
Sent: 11-10-2021 11:45
From: Jason Tripp
Subject: Skill Amendment for Calls in a queue

There isn't really a way to add skills to the call while it is waiting in queue.  The ideal goal of the callback is to keep the caller's place in queue and call them back once their spot is reached.  In theory by wanting to add a skill to limit the number of agents that can receive the interaction, that is not necessarily the goal you wish to achieve.

What you could do, is in the in queue flow where you are prompting the caller if they would like a call back, instead of setting up the call back in the in queue flow, you can use the transfer to ACD interaction, transfer back into the same queue, add your callback skill, and use a different in queue flow that only has the steps to set up the call back.  This will alter the position in the queue for this caller though.

------------------------------
Jason Tripp
Independent Health Association, Inc.