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  • 1.  Strip Language Skill from transfer calls

    Posted yesterday

    Hello,

    We are stripping skills for a blind transfer call at the ORG level, but the Language skill still remains tagged with the interaction. Can we strip off language skill too in case of transfer to a queue?


    #Routing(ACD/IVR)

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    Saif Khan
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  • 2.  RE: Strip Language Skill from transfer calls

    Posted yesterday

    Hello Saif

    I had a look and see it mentions that skills are removed on blind transfer, except for language skills.

    Had a look and found the following Idea on the Ideas portal, would recommend voting on this as well -https://genesyscloud.ideas.aha.io/ideas/CERTNG-I-1957

    Not sure if someone else in the community is perhaps aware of another way on how to achieve this.

    Regards



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    Stephan Taljaard
    EMBEDIT s.r.o
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    Original Message


  • 3.  RE: Strip Language Skill from transfer calls

    Posted yesterday
    Edited by Phaneendra Avatapalli yesterday

    +1 to Stephan 

    I believe that is correct.

    The Resource Center note specifically states:
    "The system always preserves the language skill."

    So from my understanding, the language skill cannot currently be stripped through the org-level blind transfer skill stripping setting in the same way as standard ACD skills.



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    Phaneendra
    Technical Solutions Consultant
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    Original Message


  • 4.  RE: Strip Language Skill from transfer calls

    Posted yesterday

    If you are using a script to perform the transfer, I recommend sending it to a fake/intermediate queue, and within that queue you can place an "inqueue flow" to update the language before sending the call to the destination queue.



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    Kaio Oliveira
    GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

    PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.
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    Original Message


  • 5.  RE: Strip Language Skill from transfer calls

    Posted yesterday

    Unfortunately, language skills cannot be stripped, but a workaround is a great idea.



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    Arthur Pereira Reinoldes
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    Original Message


  • 6.  RE: Strip Language Skill from transfer calls
    Best Answer

    Posted 12 hours ago

    Hello,

    Implemented a workaround that is functioning as expected where a dedicated In-Queue flow is tagged to the queue where the call needs to be transferred. Used a set Skills block in the In-queue flow to look for the empty value for Language skill as FindLanguageSkill(""). This clears the skill requirements for the interaction in real time allowing call transfer without looking for the skills at all.

    Thank you!!



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    Saif Khan
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    Original Message


  • 7.  RE: Strip Language Skill from transfer calls

    Posted 12 hours ago

    @Saif Khan thank for posting the work around will be helpful for others who want to implement the same.



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    Phaneendra
    Technical Solutions Consultant
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    Original Message


  • 8.  RE: Strip Language Skill from transfer calls

    Posted 3 hours ago
    I would consider using a dummy queue before transferring to a destination queue.
     
    This will ensure that 100% of interactions have the language skills changed.
     
    Keeping it in the inqueueflow of the original queue, if there is no queue, the interaction will be transfer to agent immediately without going through the Language skill adjustment block.


    ------------------------------
    Kaio Oliveira
    GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

    PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.
    ------------------------------

    Original Message


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