Genesys Cloud CX

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  • 1.  Skills being ignored

    Posted 07-05-2022 00:09
    Hi All,

    I'm using All Skills matching but Agents are getting contacts regardless of their assigned skill.

    1. Queue QA routing set to All Skills Matching
    2. Agent X assigned to queue QA and skill SKA.
    3. Email Transfer ACD Queue QA with skill SKB
    4. Email routed to Agent X

    I would not expect Agent X to receive email as they do not have skill SKB.

    Anyone know what's going on here?

    Regards.

    Francis.
    #ArchitectureandDesign

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    Francis Hoang
    TeleApps Services Pty Ltd
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  • 2.  RE: Skills being ignored

    Posted 15 days ago
    I found the issue.

    The Agents were transferring the email back into the queue in which case the skill was getting ignored.

    Which begs the next question, how can the Agent transfer the email to the queue with skill.

    Regards.

    Francis.

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    Francis Hoang
    TeleApps Services Pty Ltd
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