Genesys Cloud - Main

All,

I just came across an "issue" for which Genesys support replies: "works as designed". What is your take on this?

Problem description:

Incoming email goes thru a flow where the language is detected. On the transfer to acd block, a language skill is added to the interaction accordingly.

When an agent with that language skill receives the interaciton but transfers it to the same or another queue, the language skill is stripped from the interaction.

This behaviour is only for non voice calls. For me, that makes no sense at all. I'm wondering what the rationale behind this is?

rgds,

T

All,

I just came across an "issue" for which Genesys support replies: "works as designed". What is your take on this?

Problem description:

Incoming email goes thru a flow where the language is detected. On the transfer to acd block, a language skill is added to the interaction accordingly.

When an agent with that language skill receives the interaciton but transfers it to the same or another queue, the language skill is stripped from the interaction.

This behaviour is only for non voice calls. For me, that makes no sense at all. I'm wondering what the rationale behind this is?

rgds,

T