Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  Update ACD Skill in-Queue Call flow

    Posted 11-27-2019 06:57
    No replies, thread closed.
    Hello,


    Would it be possible to update ACD skill used in Transfer to ACD block in the In-Queue Call flow ?

    I have set Italian skill first, but when In-queue call flow, after 10 min, I would like to stay in the same Queue but change only the ACD skill into English.

    Regards,

    #Routing(ACD/IVR)

    ------------------------------
    Charaf Eddine Chemlal
    NTT Ltd
    ------------------------------


  • 2.  RE: Update ACD Skill in-Queue Call flow

    Posted 11-27-2019 09:52
    No replies, thread closed.
    You would have to do a new Transfer to ACD action, but that could lose your place in the queue.  Could you use bullseye routing instead? Require Italian & English to start, then strip Italian off after the 10 minutes.

    ------------------------------
    Melissa Bailey
    Genesys - Employees
    ------------------------------

    Original Message


  • 3.  RE: Update ACD Skill in-Queue Call flow

    Posted 11-27-2019 09:59
    No replies, thread closed.
    Thank you @Melissa Bailey

    I had thought about using , but in my case, I ask the customer "if you want to speak with an agent in English (since the Italian speaking agents are busy), type 1".

    I don't know how to make the link between the customer's response and the removal of Italian skill and keep only English ​!

    Any ideas ?

    Regards,

    ------------------------------
    Charaf Eddine Chemlal
    Dimension Data France
    ------------------------------

    Original Message


  • 4.  RE: Update ACD Skill in-Queue Call flow

    Posted 11-27-2019 11:18
    No replies, thread closed.
    In that case you're going to have to do the new Transfer to ACD.  Bullseye routing strips skills solely based on time, not user interaction.  You can use the built-in variable Call.CurrentQueue as the target queue.  You might consider adding some priority to the call since it's going to the end of the queue.

    ------------------------------
    Melissa Bailey
    Genesys - Employees
    ------------------------------

    Original Message


  • 5.  RE: Update ACD Skill in-Queue Call flow

    Posted 11-27-2019 11:28
    No replies, thread closed.
    I would have a problem with the statistics by making a new transfer

    in my opinion, for the same inbound call, I will get 2 offer calls instead of one due to the second transfert to ACD ...


    ------------------------------
    Charaf Eddine Chemlal
    Dimension Data France
    ------------------------------

    Original Message


  • 6.  RE: Update ACD Skill in-Queue Call flow

    Posted 11-27-2019 11:34
    No replies, thread closed.
    Yeah but it's the only way to change the skill.
    Also vote for this idea: https://purecloud.ideas.aha.io/ideas/CLINB-I-445

    ------------------------------
    Melissa Bailey
    Genesys - Employees
    ------------------------------

    Original Message


Related Content