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.
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Oleg Nisengoltsev
NA
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Original Message:
Sent: 11-20-2025 07:55
From: Jan Heinonen
Subject: Skill Based Routing
Hello Oleg,
Sounds like Bullseye Routing on the queue would fit this requirement.
https://help.mypurecloud.com/?p=3492&theme=simplified
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Jan Heinonen
Contact Center Specialist
GlobalConnect AB
Original Message:
Sent: 11-20-2025 06:59
From: Oleg Nisengoltsev
Subject: Skill Based Routing
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
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Oleg Nisengoltsev
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