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  • 1.  Transferred emails losing their skill

    Posted 02-11-2025 09:45
    No replies, thread closed.

    When an agent transfers an email back into queue, it is losing its skill. 

    I set "strip skills when transferred" to off. Does this not apply to Email queues? Am I understanding this setting incorrectly? 


    #DigitalChannels

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    Nick Argeson
    Telephony Admin
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  • 2.  RE: Transferred emails losing their skill
    Best Answer

    Posted 02-11-2025 10:01
    No replies, thread closed.

    Hey Nick, thanks so much for your question! Do not worry, I am here to help.

    When an agent transfers an email back into the queue, it should retain its skill if "Strip Skills on Blind Transfer" is set to OFF, but email interactions can behave differently. Here are a few things to check:

    1. Transfer Method: If the email is transferred using a blind transfer, skills should remain. However, if it's a consult transfer or queue-to-queue transfer, the skills may be stripped depending on routing settings.
    2. Verify the Queue's Routing Method: Go to Admin > Contact Center > Queues and check if the destination queue is using skills-based routing. If it's using priority-based routing, skills may not be applied after transfer.
    3. Test with a Voice Interaction: Try the same transfer process with a voice call. If skills are retained for voice but not for email, this suggests email queues handle skill persistence differently.

    If the issue keeps happening, we might need to take a closer look with Genesys Support to see if email interactions are behaving differently. Please let me know if the problem continues after you've had a chance to review the steps above!



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    Julie Kim
    Principal Solution Consultant
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    Original Message


  • 3.  RE: Transferred emails losing their skill

    Posted 02-11-2025 11:14
    No replies, thread closed.

    I tested on voice and it kept the Skill. I wonder if there is some other setting or if there is anything I can do in the "in queue" flow to check for a previous skill and then re-add it. I'm going to play around with it, but in the meantime, anybody know? 



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    Nick Argeson
    Telephony Admin
    ------------------------------

    Original Message


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