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  • 1.  Skill Based Routing

    Posted 11-20-2025 07:00
    No replies, thread closed.

    Hello,

    I have a task. I have a queue and skills: skill1, skill2, skill3. I need to check the expected wait time. If it's less than 5 seconds, the interaction should be distributed to operators with skill1. If it's longer than 5 seconds, I need to expand the search and target the group to either skill1 or skill2. I need to check again, and if the wait time is still longer than 5 seconds, add a third group of operators with skill3. That is, the operator must have one of these skills (each operator has only one of these skills).

    Can this be implemented in the architecture?


    #ArchitectandDesign

    ------------------------------
    Oleg Nisengoltsev
    ------------------------------


  • 2.  RE: Skill Based Routing
    Best Answer

    Posted 11-20-2025 07:55
    No replies, thread closed.

    Hello Oleg,

    Sounds like Bullseye Routing on the queue would fit this requirement.

    https://help.mypurecloud.com/?p=3492&theme=simplified



    ------------------------------
    Jan Heinonen
    Contact Center Specialist
    GlobalConnect AB
    ------------------------------



  • 3.  RE: Skill Based Routing

    Posted 11-20-2025 12:57
    No replies, thread closed.

    Hello Jan,

    Thank you for your answer.

    One problem is that my skill names are variable. For example, for one call, the sequence might be Skill1, Skill2, Skill3; for another, Skill3, Skill2, Skill1.

    Also, as I understand it, Bullseye Routing is based on competence in a single skill, but I need to add operators from a different skill group. I saw that IN-Queue flow has a set Skills block, but for I couldn't configure it.



    ------------------------------
    Oleg Nisengoltsev
    NA
    ------------------------------

    Original Message


  • 4.  RE: Skill Based Routing

    Posted 11-24-2025 06:15
    No replies, thread closed.

    Would Conditional Group routing suit your needs Overview of Conditional group routing - Genesys Cloud Resource Center? You will need more than one (issue) queue to get this right I think

    1. You add (Skill Expressions) groups of people that are not directly part of a queue
      1. The skill expression groups would be populated by agents through a particular skill an agent has
    2. make the people that are first in line of that skill sequence part of that (issue) queue
    3. Setup GCR for the queues and have them include the skill groups.


  • 5.  RE: Skill Based Routing

    Posted 11-25-2025 00:46
    No replies, thread closed.

    Hello,

    Thank you for your reply.

    I'll use your solution as a plan B. I'm looking for a solution through the architecture, as skills and the sequence of skills are determined in the architecture depending on the client.



    ------------------------------
    Oleg Nisengoltsev
    NA
    ------------------------------

    Original Message


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