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  • 1.  Transfer going to agent without Language Skill

    Posted 11-05-2018 09:03
    No replies, thread closed.
    Hi,

    We have Department A transferring a French incoming call to Department B agents. One of our agents has ACD language skills set at English. When this agent receives incoming calls, they are all English. However, when calls are transferred to her from another department, she receives both English and French calls. 

    Are we missing something in how we built or setup the queues? 

    Thanks!

     
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    #Routing(ACD/IVR)

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    Marc Moynan
    Canadian Dealer Lease Services Inc
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  • 2.  RE: Transfer going to agent without Language Skill

    Posted 11-05-2018 10:59
    No replies, thread closed.
    The calls transferred from another department--are they transferred to her directly or to a queue that she is on?

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    Melissa Bailey
    Genesys - Employees
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    Original Message


  • 3.  RE: Transfer going to agent without Language Skill

    Posted 11-05-2018 12:33
    No replies, thread closed.
    Hi,

    They are transferred to a queue (not direct to an agent) that has agents with either English, French or both of these language skills. 

    Thanks,

    Marc

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    Marc Moynan
    Canadian Dealer Lease Services Inc
    ------------------------------

    Original Message


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