May I suggest an AppFoundry app for Advanced Email:
https://appfoundry.genesys.com/filter/genesyscloud/listing/59c44a27-fb86-4806-8640-18a99c7f544f
It converts every email to a Case, and uses the Case info (language, sentiment, content, ...) to do routing.
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Maksim Gill
Eccentex (Advanced Case and Email Management Platform for Genesys)
https://www.eccentex.com/genesys------------------------------
Original Message:
Sent: 06-30-2023 06:57
From: Tommy Braes
Subject: Email transfer language skill
Apparently this is intended behaviour...
https://community.genesys.com/discussion/language-skills-stripped-on-transfer-to-queue
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Tommy Braes
CX Consultant
Proximus PLC
Belgium
Original Message:
Sent: 05-30-2023 05:19
From: Tommy Braes
Subject: Email transfer language skill
Use-case:
1. Inbound email goes through flow where language skill "french" is explicitly set on the route acd block. (queue A)
2. Agent1 in queueA has skill french and receives the interaction
3. Agent1 blind transfers the email to queueB
4. Agent2 in queueB receives the interaction even though he has no french skill.
So language skills are removed during transfer??? Or am I doing something wrong? I do not understand why this is happening. I would expect that language skills are set fir the duration of the interaction???
rgds,
T
#Routing(ACD/IVR)
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Tommy Braes
CX Consultant
Proximus PLC
Belgium
tommy.braes.ext@proximus.com
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