Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  Voice calls - language skill on transfer to flow or queue

    Posted 12-19-2023 11:51
    No replies, thread closed.

    Greetings.  I have a use case where callers can select Spanish menus, prompts, in-queue flow, and agent experience.  I'm assigning a language skill (not ACD skill) on these interactions.

    If the agent needs to escalate the call or transfer to another team (which are staffed with English speakers), will the language skill pose an issue?  Do language skills persist across transfers?  If so, how do I strip the language skill on transfer?


    #Routing(ACD/IVR)

    ------------------------------
    Vikki Papesh
    Sr. Genesys Cloud Developer II
    Tandem Diabetes Care, Inc.
    ------------------------------


  • 2.  RE: Voice calls - language skill on transfer to flow or queue

    Posted 12-23-2023 14:05
    No replies, thread closed.

    Hi Vikki,

    Skills can transfer with the Call if enabled in the ORD settings, otherwise they are stripped.   The Language selection and the Language "skill" are static unless you transfer to. Flow that changes them.



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


Related Content