Genesys Cloud - Main

We have a queue with four language skills. The caller selects a language and then goes into the in-queue flow. An agent with the appropriate language skill then receives the call, if available. During early or late hours, we may not have an agent with the appropriate skill available, so we want to send the customer to leave a voicemail.

My question: Does the voicemail retain the language skill when added to the queue? (i.e. will the voicemail go only to an agent with the language skill selected by the caller?)

Bonus question: How are statistics affected if the voicemail remains on the queue? (e.g. if it is only picked up the next day)

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Sven Schiller
Kognitiv
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Hi Sven,

I believe when voicemail is added to the queue and then routed to an available agent, it will not be able to carry on the required skills.

Best Regards,

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Drey Malabag
Global Digital Team, Customer Success
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@Sven Schiller I tested this in my organization, and I see the Language Skill assigned during the original Transfer to ​ACD in the Inbound Call Flow still assigned to the Callback created by the Transfer to Voicemail in the In-Queue Call Flow.

So, it appears that, yes, the voicemail does retain the Language Skill.

The Callback ASA, Wait Time, etc. is tracked separately from the original call, so you can see the statistics for each in the Queues Performance views.

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George Ganahl
Principal Program Manager
Genesys
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Original Message:
Sent: 09-21-2018 13:13
From: Jo Malabag
Subject: Voicemail on queue retaining language skill?

Hi Sven,

I believe when voicemail is added to the queue and then routed to an available agent, it will not be able to carry on the required skills.

Best Regards,

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Drey Malabag
Global Digital Team, Customer Success
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