Hello Community,

What is the best way to assign skill when agent transfers a call back to queue?
We thought to create buttons in the agent script, each button calls the inbound flow which assigns skills and transfers to queue, but the number of skills is about 200 or more.

For voice or digital?

Certainly buttons on the agent script works. Or you can use a drop down selector with a button next to it. Which might be the queue or skill.

If you update participant data with the skill or request type etc on button press and then send it to the same flow, you can then grab that value and use find skill action or use a datatable or switch for example to get the skill and any other values and assign it.

You could have a separate internal DDI for each button/skill, and use the called number as the lookup on the single flow. 

Assuming you set skills for all inbound calls, you can do a lookup in the InQueue flow to see if there is a skill set, if not assume it is internal and update the skill based on participant data. (this one doesn't work if there are staff available on queue when the call arrives).

Just a few ideas and options, hopefully it helps

Hello Community,

What is the best way to assign skill when agent transfers a call back to queue?
We thought to create buttons in the agent script, each button calls the inbound flow which assigns skills and transfers to queue, but the number of skills is about 200 or more.

Thank you for your ideas, Anton.

I think we will create internal DIDs and map them with skills using data table.

The only limitation of this method which I see at the moment, is that the agent can't check how many agents are logged into the queue where he is going to transfer the call, as he can check when transfers a call directly to the queue. Maybe you have an idea of how to implement this?

For voice or digital?

Certainly buttons on the agent script works. Or you can use a drop down selector with a button next to it. Which might be the queue or skill.

If you update participant data with the skill or request type etc on button press and then send it to the same flow, you can then grab that value and use find skill action or use a datatable or switch for example to get the skill and any other values and assign it.

You could have a separate internal DDI for each button/skill, and use the called number as the lookup on the single flow. 

Assuming you set skills for all inbound calls, you can do a lookup in the InQueue flow to see if there is a skill set, if not assume it is internal and update the skill based on participant data. (this one doesn't work if there are staff available on queue when the call arrives).

Just a few ideas and options, hopefully it helps

Hello Community,

What is the best way to assign skill when agent transfers a call back to queue?
We thought to create buttons in the agent script, each button calls the inbound flow which assigns skills and transfers to queue, but the number of skills is about 200 or more.