Genesys Cloud - Main

Hello,

I have some confusion between skills and queues, how to know if an incoming call is for a particular skill ?

Also can we route a call to many queues at the same time ? then it depends of which priority the call have to be routed to the correct queue ?

Thank you in advance

I have some confusion between skills and queues, how to know if an incoming call is for a particular skill ?
There are a lot of factors that determine why a call goes to an agent, see https://help.mypurecloud.com/articles/interaction-routing-configuration/ for details.
If you want the agent to know they skill(s) the interaction requested, you can have them appear on the screen pop script.  Create a screen pop script that has inputs for the requested skill(s).  In your flow use the Set Screen Pop Script action before the Transfer to ACD action and add the skills as the script's input values.

Also can we route a call to many queues at the same time ?
No
then it depends of which priority the call have to be routed to the correct queue ?
From the expanded section in https://help.mypurecloud.com/articles/transfer-acd-action/.




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Melissa Bailey
Genesys - Employees
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Required skills can be seen in the Queue Activity Views. When you look at a queue and see a conversation waiting for an agent you can see the skills it is targeting. By clicking the skills on the conversation you can filter the list of agents based on these skills based on who is able to answer the conversation.

Conversations cannot be routed to multiple queues at once. Curious to understand the use case behind this.

Thanks,

Jeroen

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Jeroen Buis
Genesys - Director, Product Management
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