Genesys Cloud - Main

Hi all,

I have a question that seems so simple that I hesitated to ask. I keep searching in Architect but can't find a straightforward solution. Either I'm missing something obvious, or Genesys is (I hope it's me :)). In an "in-queue" flow, I call a bot, and then after the bot I return to my flow to continue waiting. While the user is interacting with the bot, if an agent becomes available, the call is routed to them. I want to prevent this from happening - in other words, I want to block distribution while I'm on this block. Is there a way to prevent distribution for a specific section of the flow, for example ?

Thanks for your help, I found nothing in documentation....

#CallRouting #InQueueCallFlow #In-queueCallFlow 

Hi all,

I have a question that seems so simple that I hesitated to ask. I keep searching in Architect but can't find a straightforward solution. Either I'm missing something obvious, or Genesys is (I hope it's me :)). In an "in-queue" flow, I call a bot, and then after the bot I return to my flow to continue waiting. While the user is interacting with the bot, if an agent becomes available, the call is routed to them. I want to prevent this from happening - in other words, I want to block distribution while I'm on this block. Is there a way to prevent distribution for a specific section of the flow, for example ?

Thanks for your help, I found nothing in documentation....

#CallRouting #InQueueCallFlow #In-queueCallFlow 

Hi Catherine,

I suppose you could attach a skill to the call that no agents have while the call is in the bot and then remove it when the bot is done, but without knowing the exact use case here I would prefer to have the bot in the inbound flow before the call gets transferred to the queue.

Otherwise calls that can't be answered will add to the amount of queued calls, avg wait time etc in statistics.

Hi all,

I have a question that seems so simple that I hesitated to ask. I keep searching in Architect but can't find a straightforward solution. Either I'm missing something obvious, or Genesys is (I hope it's me :)). In an "in-queue" flow, I call a bot, and then after the bot I return to my flow to continue waiting. While the user is interacting with the bot, if an agent becomes available, the call is routed to them. I want to prevent this from happening - in other words, I want to block distribution while I'm on this block. Is there a way to prevent distribution for a specific section of the flow, for example ?

Thanks for your help, I found nothing in documentation....

#CallRouting #InQueueCallFlow #In-queueCallFlow 

Hi all,

I have a question that seems so simple that I hesitated to ask. I keep searching in Architect but can't find a straightforward solution. Either I'm missing something obvious, or Genesys is (I hope it's me :)). In an "in-queue" flow, I call a bot, and then after the bot I return to my flow to continue waiting. While the user is interacting with the bot, if an agent becomes available, the call is routed to them. I want to prevent this from happening - in other words, I want to block distribution while I'm on this block. Is there a way to prevent distribution for a specific section of the flow, for example ?

Thanks for your help, I found nothing in documentation....

#CallRouting #InQueueCallFlow #In-queueCallFlow 

@Melissa Bailey @Jan Heinonen @Tatjana Knezevic 

Thank you votre your posts and your recommandations. 

So I understand that it's not possible to avoid returning to the queue. I fidn it starnge and unfortunate. But okay, I'll do it differently then. 

Thanks for your help, it's really nice to be able to get yourr feedback. And rassuring to know that if I didn't find it wasn't just because I'm bad at it ! 🤣

Hi all,

I have a question that seems so simple that I hesitated to ask. I keep searching in Architect but can't find a straightforward solution. Either I'm missing something obvious, or Genesys is (I hope it's me :)). In an "in-queue" flow, I call a bot, and then after the bot I return to my flow to continue waiting. While the user is interacting with the bot, if an agent becomes available, the call is routed to them. I want to prevent this from happening - in other words, I want to block distribution while I'm on this block. Is there a way to prevent distribution for a specific section of the flow, for example ?

Thanks for your help, I found nothing in documentation....

#CallRouting #InQueueCallFlow #In-queueCallFlow 

Hi @Catherine DUPIRE,

I'm curious what the bot is used for within the in-queue flow?  Is it allowing the caller to perform some self-service operations while they are waiting?

@Melissa Bailey @Jan Heinonen @Tatjana Knezevic 

Thank you votre your posts and your recommandations. 

So I understand that it's not possible to avoid returning to the queue. I fidn it starnge and unfortunate. But okay, I'll do it differently then. 

Thanks for your help, it's really nice to be able to get yourr feedback. And rassuring to know that if I didn't find it wasn't just because I'm bad at it ! 🤣

Hi all,

I have a question that seems so simple that I hesitated to ask. I keep searching in Architect but can't find a straightforward solution. Either I'm missing something obvious, or Genesys is (I hope it's me :)). In an "in-queue" flow, I call a bot, and then after the bot I return to my flow to continue waiting. While the user is interacting with the bot, if an agent becomes available, the call is routed to them. I want to prevent this from happening - in other words, I want to block distribution while I'm on this block. Is there a way to prevent distribution for a specific section of the flow, for example ?

Thanks for your help, I found nothing in documentation....

#CallRouting #InQueueCallFlow #In-queueCallFlow