Hi Allison,
I have added the hyperlink to Garretts answer above explaining where to find the toggle - does that answer your question?
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Tracy
Genesys
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Original Message:
Sent: 06-06-2024 09:45
From: Allison Kuennen
Subject: Skills being stripped
Where can we find the toggle at?
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Allison Kuennen
Athene
Original Message:
Sent: 06-05-2024 16:09
From: Garrett Gardner
Subject: Skills being stripped
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/
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Garrett Gardner
Original Message:
Sent: 06-04-2024 14:30
From: Allison Kuennen
Subject: Skills being stripped
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?
#WorkforceManagement
#Configuration
#Interaction/ScreenRecording
#Routing
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Allison Kuennen
Workforce Management Manager
Athene
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