Genesys Cloud - Main

Hello Community,

I need some clarification about skill-based routing for the following use case.
A call is transferred from an inbound flow to ACD with ACD skills (skill A, skill B, skill C), and is held in queue Q1 with bullseye routing. An agent answers the call quickly (before the skills are removed), and then transfers the call to another queue Q2 with bullseye routing. What happens with skills A, B, C in this case? Are they removed automatically, or should be removed with Conversation -> set skills action from the in-queue flow of Q2 before assigning new skills (D, E, F)?

Thanks,
Irina

Hello Community,

I need some clarification about skill-based routing for the following use case.
A call is transferred from an inbound flow to ACD with ACD skills (skill A, skill B, skill C), and is held in queue Q1 with bullseye routing. An agent answers the call quickly (before the skills are removed), and then transfers the call to another queue Q2 with bullseye routing. What happens with skills A, B, C in this case? Are they removed automatically, or should be removed with Conversation -> set skills action from the in-queue flow of Q2 before assigning new skills (D, E, F)?

Thanks,
Irina

Hello Community,

I need some clarification about skill-based routing for the following use case.
A call is transferred from an inbound flow to ACD with ACD skills (skill A, skill B, skill C), and is held in queue Q1 with bullseye routing. An agent answers the call quickly (before the skills are removed), and then transfers the call to another queue Q2 with bullseye routing. What happens with skills A, B, C in this case? Are they removed automatically, or should be removed with Conversation -> set skills action from the in-queue flow of Q2 before assigning new skills (D, E, F)?

Thanks,
Irina

Hello Community,

I need some clarification about skill-based routing for the following use case.
A call is transferred from an inbound flow to ACD with ACD skills (skill A, skill B, skill C), and is held in queue Q1 with bullseye routing. An agent answers the call quickly (before the skills are removed), and then transfers the call to another queue Q2 with bullseye routing. What happens with skills A, B, C in this case? Are they removed automatically, or should be removed with Conversation -> set skills action from the in-queue flow of Q2 before assigning new skills (D, E, F)?

Thanks,
Irina

Hello Community,

I need some clarification about skill-based routing for the following use case.
A call is transferred from an inbound flow to ACD with ACD skills (skill A, skill B, skill C), and is held in queue Q1 with bullseye routing. An agent answers the call quickly (before the skills are removed), and then transfers the call to another queue Q2 with bullseye routing. What happens with skills A, B, C in this case? Are they removed automatically, or should be removed with Conversation -> set skills action from the in-queue flow of Q2 before assigning new skills (D, E, F)?

Thanks,
Irina

I've made several tests, but as I see, skills, which are set in a queue using the "Set Skills" action, are not passed to the next queue (the Call.ACDSkills variable is empty), even if the "Strip skills on Blind Transfer" parameter is set to off.
If I make transfer with skills from inbound flow, they are passed to all next queues successfully. 

Why there is a difference between these two types of skills assign?

Hello Community,

I need some clarification about skill-based routing for the following use case.
A call is transferred from an inbound flow to ACD with ACD skills (skill A, skill B, skill C), and is held in queue Q1 with bullseye routing. An agent answers the call quickly (before the skills are removed), and then transfers the call to another queue Q2 with bullseye routing. What happens with skills A, B, C in this case? Are they removed automatically, or should be removed with Conversation -> set skills action from the in-queue flow of Q2 before assigning new skills (D, E, F)?

Thanks,
Irina

I've made several tests, but as I see, skills, which are set in a queue using the "Set Skills" action, are not passed to the next queue (the Call.ACDSkills variable is empty), even if the "Strip skills on Blind Transfer" parameter is set to off.
If I make transfer with skills from inbound flow, they are passed to all next queues successfully. 

Why there is a difference between these two types of skills assign?

Hello Community,

I need some clarification about skill-based routing for the following use case.
A call is transferred from an inbound flow to ACD with ACD skills (skill A, skill B, skill C), and is held in queue Q1 with bullseye routing. An agent answers the call quickly (before the skills are removed), and then transfers the call to another queue Q2 with bullseye routing. What happens with skills A, B, C in this case? Are they removed automatically, or should be removed with Conversation -> set skills action from the in-queue flow of Q2 before assigning new skills (D, E, F)?

Thanks,
Irina

Hi Chris,
I've made two tests.

1. Works as expected:

a. Inbound call comes into the contact center and hits Call Flow CF where it picks up ACD skills s1, s2, & s3 and transferred to the Q1.

b. The call is then connected to Agent A in Queue Q1 (Agent A has all skills matching).
c.  Agent A then blind transfers the call to Queue Q2.
d. The Call.ACDSkills variable in the in-queue flow of Queue Q2 contains all skills: s1, s2, & s3.

2. Works unexpected:

a. Inbound call comes into the contact center and hits Call Flow CF from where it is transferred to the Q1 (without skills).

b. In the in-queue flow of Q1, the skills s1, s2, & s3 are assigned to the call using "Set skills" command.

c. The call is then connected to Agent A in Queue Q1 (Agent A has all skills matching).
d. Agent A then blind transfers the call to Queue Q2.
e. The Call.ACDSkills variable in the in-queue flow of the queue Q2 is empty.

I've made several tests, but as I see, skills, which are set in a queue using the "Set Skills" action, are not passed to the next queue (the Call.ACDSkills variable is empty), even if the "Strip skills on Blind Transfer" parameter is set to off.
If I make transfer with skills from inbound flow, they are passed to all next queues successfully. 

Why there is a difference between these two types of skills assign?

Hello Community,

I need some clarification about skill-based routing for the following use case.
A call is transferred from an inbound flow to ACD with ACD skills (skill A, skill B, skill C), and is held in queue Q1 with bullseye routing. An agent answers the call quickly (before the skills are removed), and then transfers the call to another queue Q2 with bullseye routing. What happens with skills A, B, C in this case? Are they removed automatically, or should be removed with Conversation -> set skills action from the in-queue flow of Q2 before assigning new skills (D, E, F)?

Thanks,
Irina

Hi Chris,
I've made two tests.

1. Works as expected:

a. Inbound call comes into the contact center and hits Call Flow CF where it picks up ACD skills s1, s2, & s3 and transferred to the Q1.

b. The call is then connected to Agent A in Queue Q1 (Agent A has all skills matching).
c.  Agent A then blind transfers the call to Queue Q2.
d. The Call.ACDSkills variable in the in-queue flow of Queue Q2 contains all skills: s1, s2, & s3.

2. Works unexpected:

a. Inbound call comes into the contact center and hits Call Flow CF from where it is transferred to the Q1 (without skills).

b. In the in-queue flow of Q1, the skills s1, s2, & s3 are assigned to the call using "Set skills" command.

c. The call is then connected to Agent A in Queue Q1 (Agent A has all skills matching).
d. Agent A then blind transfers the call to Queue Q2.
e. The Call.ACDSkills variable in the in-queue flow of the queue Q2 is empty.

I've made several tests, but as I see, skills, which are set in a queue using the "Set Skills" action, are not passed to the next queue (the Call.ACDSkills variable is empty), even if the "Strip skills on Blind Transfer" parameter is set to off.
If I make transfer with skills from inbound flow, they are passed to all next queues successfully. 

Why there is a difference between these two types of skills assign?

Hello Community,

I need some clarification about skill-based routing for the following use case.
A call is transferred from an inbound flow to ACD with ACD skills (skill A, skill B, skill C), and is held in queue Q1 with bullseye routing. An agent answers the call quickly (before the skills are removed), and then transfers the call to another queue Q2 with bullseye routing. What happens with skills A, B, C in this case? Are they removed automatically, or should be removed with Conversation -> set skills action from the in-queue flow of Q2 before assigning new skills (D, E, F)?

Thanks,
Irina

Hi Chris,
I've made two tests.

1. Works as expected:

a. Inbound call comes into the contact center and hits Call Flow CF where it picks up ACD skills s1, s2, & s3 and transferred to the Q1.

b. The call is then connected to Agent A in Queue Q1 (Agent A has all skills matching).
c.  Agent A then blind transfers the call to Queue Q2.
d. The Call.ACDSkills variable in the in-queue flow of Queue Q2 contains all skills: s1, s2, & s3.

2. Works unexpected:

a. Inbound call comes into the contact center and hits Call Flow CF from where it is transferred to the Q1 (without skills).

b. In the in-queue flow of Q1, the skills s1, s2, & s3 are assigned to the call using "Set skills" command.

c. The call is then connected to Agent A in Queue Q1 (Agent A has all skills matching).
d. Agent A then blind transfers the call to Queue Q2.
e. The Call.ACDSkills variable in the in-queue flow of the queue Q2 is empty.

I've made several tests, but as I see, skills, which are set in a queue using the "Set Skills" action, are not passed to the next queue (the Call.ACDSkills variable is empty), even if the "Strip skills on Blind Transfer" parameter is set to off.
If I make transfer with skills from inbound flow, they are passed to all next queues successfully. 

Why there is a difference between these two types of skills assign?

Hello Community,

I need some clarification about skill-based routing for the following use case.
A call is transferred from an inbound flow to ACD with ACD skills (skill A, skill B, skill C), and is held in queue Q1 with bullseye routing. An agent answers the call quickly (before the skills are removed), and then transfers the call to another queue Q2 with bullseye routing. What happens with skills A, B, C in this case? Are they removed automatically, or should be removed with Conversation -> set skills action from the in-queue flow of Q2 before assigning new skills (D, E, F)?

Thanks,
Irina