Ok. I am guessing here...
Does your main IVR Inbound Call flow end with a Transfer to ACD action that sends the call to the queue? I presume so (since that is normal).
The required Skills should be added to that Transfer to ACD action based upon the option chosen in the IVR. No skills should be added in the In-Queue Call flow (which is where I presume there is another Transfer to ACD action sending the call back to the same queue).
A Transfer to ACD action kicks off ACD processing. If an agent is On Queue and Idle then they will be routed the call immediately if they have required skills as designated in the Transfer to ACD. The In-Queue Call flow is only meant to handle calls that have to wait for an agent to go Idle.
Hopefully that makes some sense...
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George Ganahl GCP (Genesys Cloud), ICCE
Principal PS Consultant
Genesys
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Original Message:
Sent: 06-01-2022 17:13
From: Tina Yocum
Subject: In-Queue Flow with Skills
Hi George,
What I was hoping to do was to have the Inbound flow route a caller to the In-queue flow with skills for the same queue. Right now, a caller calls our toll free number selects the option for TS and the call routes to the TS menu where any of the 5 selections would take the caller to the In-Queue flow with skills.
The double alert happens on the inbound call without a blind transfer. Apparently, I am missing the big picture in regards to routing to the In-Queue flow without transferring to ACD.
I appreciate your assistance!
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Tina Yocum
Nxstage Medical, Inc.
Original Message:
Sent: 05-27-2022 12:39
From: George Ganahl
Subject: In-Queue Flow with Skills
Tina, I wasn't sure of your exact scenario when I was answering on the show...is it something like:
1. An agent receives a call via ACD using skills-based routing
2. That agent ends up doing a blind transfer directly to another queue
3. The In-Queue Call flow for that receiving queue is used to add skills back onto the call and then does a Transfer to ACD right back into the same queue
4. The new agent gets the first alert when the call is transferred and routed using no skills, then coincidentally gets picked immediately after the new skills are added because they meet the criteria so they get a second alert
That's kind of what I was getting at in the video.
What do you really want to happen? Because if you need to make sure the skills are added back before the call is routed to anyone in the new queue, there are a few ways to do it...waiting until it hits the In-Queue Call flow is too late if agents are On Queue and Idle in the target queue (even if you use the new functionality mentioned by Anton, that's after it routes/alerts the first person without skills).
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George Ganahl GCP (Genesys Cloud), ICCE
Principal PS Consultant
Genesys
Original Message:
Sent: 05-26-2022 18:45
From: Tina Yocum
Subject: In-Queue Flow with Skills
Hello!
Thanks for the heads up on this subject being discussed.
I opened a ticket with support a couple of days ago and did provide conversation IDs for this problem.
I will listen to George's response a couple of times so I can process a little better.
Have a great Memorial Day Weekend!
Tina
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Tina Yocum
Nxstage Medical, Inc.
Original Message:
Sent: 05-26-2022 17:38
From: Matt Lawson
Subject: In-Queue Flow with Skills
Hey Tina! George and I talk about your question in the latest episode of the Q&A Show. Check out your answer here.
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Matt Lawson
Genesys - Employees
Online Community Manager
Original Message:
Sent: 05-23-2022 15:49
From: Tina Yocum
Subject: In-Queue Flow with Skills
Hello,
I have recently added In-Queue flows with skills to several of our Inbound flows because skills are stripped on a blind transfer call and then the call sits in queue longer than necessary before it is answered.
*Strip Skills on Blind Transfer has been toggled on since before my time. This was turned on with Genesys' recommendation to address issues with calls "stuck" in queue.
My configuration with the In-Bound flows call includes skills and then routed to the In-Queue flow with skills. The problem we experienced with this routing was the fact thatan agent would get an alert on the incoming call and then a second alert when the call hit the In-Queue flow and with the two different alerts there was a 2-3 second delay in the call actually connecting to the caller.
I have attached a picture of what was happening when the In-Queue flow was in use.
I am hoping someone has some advice on how to address and correct this issue. We tend to have too many calls that have been blind transferred with skill stripped and the call sitting longer than acceptable.
Thank you!
Tina
#ArchitectureandDesign
#PlatformAdministration
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Tina Yocum
Nxstage Medical, Inc.
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