Workforce Engagement Management

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  • 1.  Skills being stripped

    Posted 06-04-2024 14:31

    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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  • 2.  RE: Skills being stripped
    Best Answer

    Posted 06-05-2024 16:10
    Edited by Tracy Vickers 06-07-2024 05:21

    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
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  • 3.  RE: Skills being stripped

    Posted 06-06-2024 09:45

    Where can we find the toggle at?



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    Allison Kuennen
    Athene
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  • 4.  RE: Skills being stripped

    GENESYS
    Posted 06-07-2024 05:22

    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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