Not that I have done, but it could be possible.
You could do an analytics API call when the agent presses a button to show the stats first and then ask to confirm before transferring. Or if the agent selects a queue from a drop down, when they do pull the stats for that queue, and then have a transfer button next to it, using the selected drop down value to determine where to go in an action logic.
Might be some other methods, but that is what comes to mind.
------------------------------
Anton Vroon
------------------------------
Original Message:
Sent: 05-18-2024 12:53
From: Irina Milstein
Subject: Transfer call with skill
Thank you for your ideas, Anton.
I think we will create internal DIDs and map them with skills using data table.
The only limitation of this method which I see at the moment, is that the agent can't check how many agents are logged into the queue where he is going to transfer the call, as he can check when transfers a call directly to the queue. Maybe you have an idea of how to implement this?
------------------------------
Irina Milstein
ITNAV-Pro Ltd.
Original Message:
Sent: 05-16-2024 22:52
From: Anton Vroon
Subject: Transfer call with skill
For voice or digital?
Certainly buttons on the agent script works. Or you can use a drop down selector with a button next to it. Which might be the queue or skill.
If you update participant data with the skill or request type etc on button press and then send it to the same flow, you can then grab that value and use find skill action or use a datatable or switch for example to get the skill and any other values and assign it.
You could have a separate internal DDI for each button/skill, and use the called number as the lookup on the single flow.
Assuming you set skills for all inbound calls, you can do a lookup in the InQueue flow to see if there is a skill set, if not assume it is internal and update the skill based on participant data. (this one doesn't work if there are staff available on queue when the call arrives).
Just a few ideas and options, hopefully it helps
------------------------------
Anton Vroon
Original Message:
Sent: 05-16-2024 03:11
From: Irina Milstein
Subject: Transfer call with skill
Hello Community,
What is the best way to assign skill when agent transfers a call back to queue?
We thought to create buttons in the agent script, each button calls the inbound flow which assigns skills and transfers to queue, but the number of skills is about 200 or more.
#ArchitectureandDesign
#Routing(ACD/IVR)
------------------------------
Irina Milstein
ITNAV-Pro Ltd.
------------------------------