Workforce Engagement Management

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  Skills being stripped

    Posted 06-04-2024 14:31
    No replies, thread closed.

    We have noticed that when calls are transferred to another queue, the skills are being stripped sometimes and getting "stuck" in the queue. When we try to push the call to a user, the call isn't able to be pushed. Any thoughts in how to get these calls answered when they have no skills? 


    #Workforce Management
    #WFMConfiguration,BestPractices
    #Recording,Policies
    #Routing

    ------------------------------
    Allison Kuennen
    Workforce Management Manager
    Athene
    ------------------------------


  • 2.  RE: Skills being stripped
    Best Answer

    Posted 06-05-2024 16:10
    Edited by Tracy Vickers 08-05-2025 08:23
    No replies, thread closed.

    Routing can be toggled On/Off to strip skills during a blind transfer. Might be worth a look.

    https://help.mypurecloud.com/articles/strip-skills-from-voice-interaction-blind-transfers/



    ------------------------------
    Garrett Gardner
    ------------------------------



  • 3.  RE: Skills being stripped

    Posted 06-06-2024 09:45
    No replies, thread closed.

    Where can we find the toggle at?



    ------------------------------
    Allison Kuennen
    Athene
    ------------------------------

    Original Message


  • 4.  RE: Skills being stripped

    Posted 06-07-2024 05:22
    No replies, thread closed.

    Hi Allison,

    I have added the hyperlink to Garretts answer above explaining where to find the toggle - does that answer your question?



    ------------------------------
    Tracy
    Genesys
    ------------------------------

    Original Message


Related Content