Genesys Cloud - Main

We have a use case which is similar to bullseye routing, but we can't use the native bullseye because it isn't compatible with WFM/Forecasting.  I understand why (Planning Groups rely on skill matching for the forecast data).  I was wondering if an in-queue flow has the ability somehow to take action upon agent connect.  We would use "bullseye skills", but upon agent connect, we'd strip those skills off the call so the forecast data only sees the "normal" skills.

An inqueue flow can't do anything once an agent picks up.  That stops it from running.

We have a use case which is similar to bullseye routing, but we can't use the native bullseye because it isn't compatible with WFM/Forecasting.  I understand why (Planning Groups rely on skill matching for the forecast data).  I was wondering if an in-queue flow has the ability somehow to take action upon agent connect.  We would use "bullseye skills", but upon agent connect, we'd strip those skills off the call so the forecast data only sees the "normal" skills.

Is there any way to trigger logic, on this front?  In PureConnect, I could edit handler integration points for various things like when the call disconnect, as well.

An inqueue flow can't do anything once an agent picks up.  That stops it from running.

We have a use case which is similar to bullseye routing, but we can't use the native bullseye because it isn't compatible with WFM/Forecasting.  I understand why (Planning Groups rely on skill matching for the forecast data).  I was wondering if an in-queue flow has the ability somehow to take action upon agent connect.  We would use "bullseye skills", but upon agent connect, we'd strip those skills off the call so the forecast data only sees the "normal" skills.

You can use a script for the agent, which can execute data actions.
https://help.mypurecloud.com/articles/about-scripting/

However there is no public api endpoint that will change the routing data that was used to select the agent.  Even if there was, I'd expect it to only work while the call was still waiting for an agent, not to let you change it after the fact.

Is there any way to trigger logic, on this front?  In PureConnect, I could edit handler integration points for various things like when the call disconnect, as well.

An inqueue flow can't do anything once an agent picks up.  That stops it from running.

We have a use case which is similar to bullseye routing, but we can't use the native bullseye because it isn't compatible with WFM/Forecasting.  I understand why (Planning Groups rely on skill matching for the forecast data).  I was wondering if an in-queue flow has the ability somehow to take action upon agent connect.  We would use "bullseye skills", but upon agent connect, we'd strip those skills off the call so the forecast data only sees the "normal" skills.

Thanks for confirming.  Scripts won't work because we're using the embedded client and scripts are manually-triggered for that.  It's a shame there's no way to automate actions once the call leaves ACD, but understood this is indeed a gap in features between PureConnect and Genesys Cloud.

You can use a script for the agent, which can execute data actions.
https://help.mypurecloud.com/articles/about-scripting/

However there is no public api endpoint that will change the routing data that was used to select the agent.  Even if there was, I'd expect it to only work while the call was still waiting for an agent, not to let you change it after the fact.

Is there any way to trigger logic, on this front?  In PureConnect, I could edit handler integration points for various things like when the call disconnect, as well.

An inqueue flow can't do anything once an agent picks up.  That stops it from running.

We have a use case which is similar to bullseye routing, but we can't use the native bullseye because it isn't compatible with WFM/Forecasting.  I understand why (Planning Groups rely on skill matching for the forecast data).  I was wondering if an in-queue flow has the ability somehow to take action upon agent connect.  We would use "bullseye skills", but upon agent connect, we'd strip those skills off the call so the forecast data only sees the "normal" skills.

Thanks for confirming.  Scripts won't work because we're using the embedded client and scripts are manually-triggered for that.  It's a shame there's no way to automate actions once the call leaves ACD, but understood this is indeed a gap in features between PureConnect and Genesys Cloud.

You can use a script for the agent, which can execute data actions.
https://help.mypurecloud.com/articles/about-scripting/

However there is no public api endpoint that will change the routing data that was used to select the agent.  Even if there was, I'd expect it to only work while the call was still waiting for an agent, not to let you change it after the fact.

Is there any way to trigger logic, on this front?  In PureConnect, I could edit handler integration points for various things like when the call disconnect, as well.

An inqueue flow can't do anything once an agent picks up.  That stops it from running.

We have a use case which is similar to bullseye routing, but we can't use the native bullseye because it isn't compatible with WFM/Forecasting.  I understand why (Planning Groups rely on skill matching for the forecast data).  I was wondering if an in-queue flow has the ability somehow to take action upon agent connect.  We would use "bullseye skills", but upon agent connect, we'd strip those skills off the call so the forecast data only sees the "normal" skills.

There is a process automation API available with which you can trigger a flow when an event happens. Most likely doesn't help you with stripping the skills, but you can catch the agent answer event via the process automation API.

https://developer.genesys.cloud/platform/process-automation/trigger-apis
https://developer.genesys.cloud/commdigital/taskmanagement/task-management-maestro

Thanks for confirming.  Scripts won't work because we're using the embedded client and scripts are manually-triggered for that.  It's a shame there's no way to automate actions once the call leaves ACD, but understood this is indeed a gap in features between PureConnect and Genesys Cloud.

You can use a script for the agent, which can execute data actions.
https://help.mypurecloud.com/articles/about-scripting/

However there is no public api endpoint that will change the routing data that was used to select the agent.  Even if there was, I'd expect it to only work while the call was still waiting for an agent, not to let you change it after the fact.

Is there any way to trigger logic, on this front?  In PureConnect, I could edit handler integration points for various things like when the call disconnect, as well.

An inqueue flow can't do anything once an agent picks up.  That stops it from running.

We have a use case which is similar to bullseye routing, but we can't use the native bullseye because it isn't compatible with WFM/Forecasting.  I understand why (Planning Groups rely on skill matching for the forecast data).  I was wondering if an in-queue flow has the ability somehow to take action upon agent connect.  We would use "bullseye skills", but upon agent connect, we'd strip those skills off the call so the forecast data only sees the "normal" skills.

Agree with Antti's proposal to use Process Automation APIs. It seems the topic 

v2.detail.events.conversation.{id}.acd.end

would be the one to be used to create the trigger and a workflow. From the workflow, invoke API PATCH /api/v2/routing/conversations/{conversationId} and see if that is going to work. Yeah, this API works only on in-queue conversations, however, it is worth a try. 

There is a process automation API available with which you can trigger a flow when an event happens. Most likely doesn't help you with stripping the skills, but you can catch the agent answer event via the process automation API.

https://developer.genesys.cloud/platform/process-automation/trigger-apis
https://developer.genesys.cloud/commdigital/taskmanagement/task-management-maestro

Thanks for confirming.  Scripts won't work because we're using the embedded client and scripts are manually-triggered for that.  It's a shame there's no way to automate actions once the call leaves ACD, but understood this is indeed a gap in features between PureConnect and Genesys Cloud.

You can use a script for the agent, which can execute data actions.
https://help.mypurecloud.com/articles/about-scripting/

However there is no public api endpoint that will change the routing data that was used to select the agent.  Even if there was, I'd expect it to only work while the call was still waiting for an agent, not to let you change it after the fact.

Is there any way to trigger logic, on this front?  In PureConnect, I could edit handler integration points for various things like when the call disconnect, as well.

An inqueue flow can't do anything once an agent picks up.  That stops it from running.

We have a use case which is similar to bullseye routing, but we can't use the native bullseye because it isn't compatible with WFM/Forecasting.  I understand why (Planning Groups rely on skill matching for the forecast data).  I was wondering if an in-queue flow has the ability somehow to take action upon agent connect.  We would use "bullseye skills", but upon agent connect, we'd strip those skills off the call so the forecast data only sees the "normal" skills.