Genesys Cloud - Main

How can i isolate some agents on a queue to perform outbound work only where was rest agents only inbound work. 

I created a new skill and skill group expression for the Outbound work and assigned it to the current queue. When agent has the new skill only, they are able to work on the outbound, however when i remove the new skill they still get the outbound calls. we are using the standard routing - > Best available skills method. 

can someone suggest a best possible way to achieve this. 

thanks 

How can i isolate some agents on a queue to perform outbound work only where was rest agents only inbound work. 

I created a new skill and skill group expression for the Outbound work and assigned it to the current queue. When agent has the new skill only, they are able to work on the outbound, however when i remove the new skill they still get the outbound calls. we are using the standard routing - > Best available skills method. 

can someone suggest a best possible way to achieve this. 

thanks 

Here's something that could help you: 

To isolate some Genesys agents on a queue to perform outbound work only while the rest handle inbound calls, you can create separate queues with specific skills assigned to each, then activate the appropriate queue for each agent based on their intended work type (inbound or outbound); this way, the system will only route calls to agents based on the queue they are actively on and the skills they possess. 

Key steps:

• Create separate queues:

• Inbound Queue: Set up a queue for handling incoming calls with relevant skills for customer support.

• Outbound Queue: Create a separate queue specifically for outbound campaigns, potentially with unique skills for sales or marketing activities. 

• Assign skills to agents:

• Inbound agents: Assign them the appropriate skills for the "Inbound Queue". 

• Outbound agents: Assign them the skills needed for the "Outbound Queue". 

• Activate queues for agents:

Important points to consider:

• Skill-based routing:

Utilize Genesys's skill-based routing feature to automatically direct calls to agents with the relevant skills based on the incoming interaction. 

• Agent status management:

Agents should be aware of their assigned queue and ensure they are "On Queue" when ready to receive calls. 

• Monitoring and reporting:

Regularly review agent performance metrics to ensure the system is effectively directing calls to the appropriate agents. 

How can i isolate some agents on a queue to perform outbound work only where was rest agents only inbound work. 

I created a new skill and skill group expression for the Outbound work and assigned it to the current queue. When agent has the new skill only, they are able to work on the outbound, however when i remove the new skill they still get the outbound calls. we are using the standard routing - > Best available skills method. 

can someone suggest a best possible way to achieve this. 

thanks