Genesys Cloud - Main

Hi All...

I'm running into a strange situation with skill assignments not changing as a call moves through our call flows. The basic design has the call going to a primary queue with that team's name for the skill, then a backup queue with that same team name for the skill. I.e., Main/Central to Backup/Central. 

After that backup queue times out, I want it to go to an overflow queue with an overflow skill, but the initial skill of Central won't go away. I've tried doing this both in in-queue tasks with literals and transfer to flow actions with hard set values in the menu... no worky. 

Is there some kind of setting somewhere that causes initial skill assignments to not be able to be overridden? 

Thanks!
#SystemAdministration

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Dean Thames
Koch Business Solutions
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So it appears that the skill isn't displaying in the Queue activity report, but the app is handling the call correctly. So in the overflow queue, the skill shows as the primary team not as "overflow", but my agent who doesn't have the primary team skill but does have the overflow skill will receive the call. And it shows up in the skills performance report. 

Now wondering if there is some latency in the queue activity report when displaying quasi-real time info.

------------------------------
Dean Thames
Koch Business Solutions
------------------------------

Original Message:
Sent: 04-01-2019 08:59
From: Dean Thames
Subject: Skills Not Updating

Hi All...

I'm running into a strange situation with skill assignments not changing as a call moves through our call flows. The basic design has the call going to a primary queue with that team's name for the skill, then a backup queue with that same team name for the skill. I.e., Main/Central to Backup/Central.

After that backup queue times out, I want it to go to an overflow queue with an overflow skill, but the initial skill of Central won't go away. I've tried doing this both in in-queue tasks with literals and transfer to flow actions with hard set values in the menu... no worky.

Is there some kind of setting somewhere that causes initial skill assignments to not be able to be overridden?

Thanks!
#SystemAdministration

------------------------------
Dean Thames
Koch Business Solutions
------------------------------

Hi @Dean Thames, I actually just got a call on something similar, ​the skill used to show up in the Queues Activity View, but now, as of about last week, the customer is noticing that the first skill assigned is what is displaying and any others assigned via in-queue flows, are no longer. I just opened a case with Support on this and provided a video and screen captures. As you have found, the skills are still being assigned, but you can no longer see them unless you pull the API call from the backend. I also watched the Interaction View and the only skill displaying is the first skill, but once the call is released, all the other assigned skills do show up. It does seem like a latency issue to me.. I will let you know if I hear anything back from our Support case.

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Angelia Harper
Avtex
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Original Message:
Sent: 04-01-2019 12:11
From: Dean Thames
Subject: Skills Not Updating

So it appears that the skill isn't displaying in the Queue activity report, but the app is handling the call correctly. So in the overflow queue, the skill shows as the primary team not as "overflow", but my agent who doesn't have the primary team skill but does have the overflow skill will receive the call. And it shows up in the skills performance report.

Now wondering if there is some latency in the queue activity report when displaying quasi-real time info.

------------------------------
Dean Thames
Koch Business Solutions

Original Message:
Sent: 04-01-2019 08:59
From: Dean Thames
Subject: Skills Not Updating

Hi All...

I'm running into a strange situation with skill assignments not changing as a call moves through our call flows. The basic design has the call going to a primary queue with that team's name for the skill, then a backup queue with that same team name for the skill. I.e., Main/Central to Backup/Central.

After that backup queue times out, I want it to go to an overflow queue with an overflow skill, but the initial skill of Central won't go away. I've tried doing this both in in-queue tasks with literals and transfer to flow actions with hard set values in the menu... no worky.

Is there some kind of setting somewhere that causes initial skill assignments to not be able to be overridden?

Thanks!
#SystemAdministration

------------------------------
Dean Thames
Koch Business Solutions
------------------------------