Running into a strange issue with our healthcare bot. The bot is configured for multi-language (English and Spanish). When a customer chooses Spanish, the bot correctly switches to the Spanish NLU and collects the data.
However, when it reaches the ‘Transfer to ACD’ block, it fails with ‘No agents available’ even though we have 5 Spanish-speaking agents On Queue.
I checked the Architect log and found that the bot is trying to transfer with the ‘Language’ attribute set to ‘Spanish’, but our agents are tagged with the ‘Spanish’ Skill, not the ‘Spanish’ Language (the built-in attribute). In CXone, these were the same thing, but in GC they seem to be distinct. How do I force the bot to ignore the built-in Language attribute and just use the Skill I’ve defined?
Welcome to the ‘inherited mess’ club. I’m currently debugging an implementation that does this exact thing. In Genesys Cloud, ‘Language’ is a first-class routing object separate from ‘Skills’.
If your Bot Flow has a language set, it will try to find an agent with that specific Language attribute assigned in their profile. If your agents only have the ‘Spanish’ skill, the match fails. You either need to assign the ‘Spanish’ Language to your agents (under their User profile > Languages) or modify the ‘Transfer to ACD’ action in Architect to clear the language requirement and explicitly add the ‘Spanish’ Skill instead.
Coming from CXone, this is a common ‘Gotcha’. In CXone, everything is a skill. In GC, the ‘Language’ attribute is powerful because it allows for specific routing logic without cluttering your skill list.
My advice: don’t fight the system. Assign the actual ‘Language’ attribute to your agents. It’s better for reporting too, as you can see ‘Spanish’ as a dimension in the Performance dashboards without having to filter by skill IDs.
If you want to keep using the Skill for now, in the ‘Transfer to ACD’ block, look at the ‘Language’ input. You can set it to ‘None’ or use an expression to clear it. Then, in the ‘Skills’ input, add your Language.Spanish skill. Just remember that if the bot is in Spanish mode, GetCurrentLanguage() will return the Spanish object, which you can use to dynamically set the skill.