Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  Transfer to ACD With Skill1 or Skill2

    Posted 03-19-2024 22:09
    No replies, thread closed.

    Hello Everyone,

    I want to Route the call to Skill1 Persons, if Skill1 persons are not available look Skill2 Persons. In the Mean Time, Skill1 Available transfer skill1 persons also. I have used Standard Routing Queue. In the Flow I have called TransfertoACD with mention All ACD Skills like [Skill1,Skill2]. It will check both skills available person, not checking Skill1 or Skill2 Agents. Which Routing method to achieve this Scenario?. Please Assist on this.


    #ArchitectureandDesign
    #Routing(ACD/IVR)

    ------------------------------
    Regards,
    Shenbagamoorthy B
    TechLead
    Pointel Inc.,
    ------------------------------


  • 2.  RE: Transfer to ACD With Skill1 or Skill2
    Best Answer

    Posted 03-20-2024 09:36
    Edited by Samuel Jillard 07-24-2024 07:07
    No replies, thread closed.

    Maybe, you can explore the Bullseye or Conditional group routing routing method for your scenario, which will allow you to expand the target automatically.

    https://help.mypurecloud.com/articles/acd-evaluation-routing-methods/

    Att,



    ------------------------------
    Breno Canyggia Ferreira Marreco
    https://www.linkedin.com/in/brenocfm-40b62182/
    ------------------------------



Related Content