Kiran,
It sounds to me like you are trying to duplicate the built-in functionality. What a lot of folks that are new to Genesys Cloud don't fully embrace is that not only can Agents have multiple Skills, but so can Interactions. This can massively reduce the number of skills required, when comparing to other systems (which have to achieve the same effect using hundreds of skills!)
Let me explain by giving an example:
Let us say you are running a travel agency. You offer service in English, French, German and Spanish. You offer different vacation packages in different parts of the world and you want to Agents to be knowledgeable about both the destination (culture / food / vaccinations required etc.) and the style of vacation being planned. You therefore send your Agents on different vacation types and want to route incoming interactions to the Agent who most closely matches the desired vacation booking. So, you have split the world up into regions (North America. South America, Europe, Asia, Africa, Antipodes) and your vacation packages comprise different styles (Beach, Hiking, High Adventure, Skiing, Cultural).
OK, so with a "Traditional" solution, this would require 4 languages x 6 destinations x 5 styles, or 120 skills.
It gets worse.
Let us further assume that if a call has been waiting for 1 minute, you want to drop the requirement for the Agent to have experienced the vacation style. So you will need to overflow to one of 24 skills (4 languages x 6 destinations). Another minute and the only thing that matters is the language, so that's another 4 skills, for a total of 148.
Ouch.
With Genesys Cloud, you would create the 4 language Skills, the 6 destination Skills and the 5 vacation style Skills (15 total) separately. You would assign the skills to the Agents based on languages spoken and vacations attended (using the proficiency "stars" to indicate multiple attendances for a particular location and / or style.) In the inbound flow, you would "profile" the caller and then assign the three skills (Language, Destination and Style) to the interaction when routing it to ACD. You configure the Queue to select the "Best" agent (the one with the highest overall proficiency). To deal with the overflow, you could use Bullseye Routing to drop the Style Skill after 1 minute and the Destination Skill after another minute (Language skills cannot be dropped in this way.) All this with one Queue, so reporting stays nice and concise.
All this without complicated Architect programming, or having to manage an excessive number of skills. (BTW, I am not aware of a practical limit on the number of skills you can add to an Interaction in this way.)
Now, I obviously don't know your specific use-case, but I have yet to find a deployment that cannot use the above methodology (or some variation of it) to achieve the most complicated of Routing requirements. If this won't work for you, then I would recommend engaging with a Partner (or employing a Contractor with extensive Genesys Cloud experience) to assist you. (If you are looking for either, send me a PM and I can hook you up!)
HTH
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Paul Simpson
Eventus Solutions Group
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Original Message:
Sent: 07-17-2023 18:25
From: Kiran Babaladi
Subject: Use skill proficiency in the Architect flows
Hello Paul and Chris,
Sorry I was out. Currently on engage we create skill expressions dynamically based on the data we receive. Again because of the business requirements we have very granular routing and have many levels of overflows. That is the reason I wanted to see whether we can use similar approach in the architect flows.
I guess on the queue setting we can specify the skill groups but with that we have to create tons of skill groups. So was trying to see whether we can avoid it instead of statically assigning to the queues.
Thanks,
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Kiran Babaladi
eBay
Original Message:
Sent: 07-17-2023 15:14
From: Chris Bohlin
Subject: Use skill proficiency in the Architect flows
Kiran - could you outline your overall goal here? What value does adding the skill/proficiency combination deliver for you?) If you know the skills and can control the skill expression groups once you reach the queue, can you outline where this is helpful? Is it simply allowing you to dynamically create skill expression groups to change the initial target of considered agents once you reach the queue with each call vs. having the skill expression group hard coded?
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Chris Bohlin
Sr. Director - Product Management
Genesys Cloud
Original Message:
Sent: 07-13-2023 09:53
From: Kiran Babaladi
Subject: Use skill proficiency in the Architect flows
Thank you Paul. Yes totally understand the concepts are different in Cloud compared to engage but was trying to see whether we can route in architect using proficiency. (Example: Skill Name > 4 or Skill Name = 5) . I know by setting on queue level system will take care of it but was trying to see whether we can control from architect flows.
Let me check more on the in queue flow and see what we can do in there.
Thanks,
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Kiran Babaladi
eBay
Original Message:
Sent: 07-13-2023 08:58
From: Paul Simpson
Subject: Use skill proficiency in the Architect flows
Kiran,
Welcome!
OK, so firstly, you have to understand that the way Genesys Cloud approaches ACD is VERY different to other products (including Engage). Even words like "Skill" and "Queue" can have different meanings! I highly recommend taking the Admin training from the Beyond team to get a more thorough grounding.
Right with that out of the way, on to your questions.
- Yes, and no. You don't ordinarily access the proficiencies in Architect, however (depending on the Queue configuration) the system will route the interaction to the agent who has the highest skill overall for it (in the case of multiple agents having the same skills at the same levels, it's based on time since disconnecting previous interaction.)
- If I am understanding your question correctly, then yes, that is what an In-Queue flow is for.
HTH
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Paul Simpson
Eventus Solutions Group
Original Message:
Sent: 07-12-2023 23:22
From: Kiran Babaladi
Subject: Use skill proficiency in the Architect flows
I am new to the Cloud and moving from Genesys engage. I have couple of questions.
- Is there a way to use the skill proficiency in the architect flows? I know we can create Skill groups based on the proficiency levels and use them in the Queue configurations but I am looking at more in the Architect flow. Right now I can see just use the skill presence in the Transfer to ACD block
- Is there a way to do any post routing operations after the Transfer to ACD block? Right now I guess the flow exits as soon as Transfer to ACD executes. I am looking at the option like in Engage where you can set route=false in the Target block and then perform the operation after Target block identifies the target and then perform the Force Route.
Thanks,
Kiran
#Routing(ACD/IVR)
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Kiran Babaladi
eBay
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