Thomasvanden_Brink | 2024-07-30 14:22:08 UTC | #1
One of our customers outsources part of their contact center. They have calls come in to one queue where both the customer and the outsourcer are a member.
They want to report on and schedule their agent apart from the outsourcer. I wanted to use skills to use in the WEM Planning groups and Skill Performance for the reporting part (Customer Skill and Outsourcer Skill). As I don't know beforehand which agent will be answering the call, I can't set a Skill prior to the call being answered.
/api/v2/routing/conversations/{conversationId} only lets me change the skills of the interaction when it is still in queue. I've tried using a trigger to evoke a workflow, which then evokes a common module with the Compatible Flow Type In-Queue Call Flow in the hopes this would do the trick but sadly no.
Does anybody know of a different way to set a skill during or after an interaction?
system | 2024-08-30 14:22:53 UTC | #2
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