Workforce Engagement Management

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

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Allison Kuennen
Workforce Management Manager
Athene
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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/

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? 

Where can we find the toggle at?

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/

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?