Can we route call on Basis of missing skill?

Architect & Flows
1

Hi All,
i want to route call on the basis of missing skill. Will Not (!) work in Skill Expression in a routing strategy?
e.g.

A>0 & B>1 & !C

Where A,B and C are 3 skills assigned to an agent. I want if Skill C is missing so call should go to different path.

Please suggest any solution for implementing the same.

Thanks,
Abhay Misra

2

Yes, you can do this as if you were to check for anyone will skill A=0, the result will be everyone who does not have skill A.

So your skill expression would look like:

A>0 & B>1 & C=0

2 Likes
3

Thanks for your reply…But my problem is little a bit different..
There are 2 agents say Agent1 and Agent2
Agent1 is having skill A=2,B=3 and Agent2 is having skill A=2,B=3 and C=2.
I want if a call is coming with the target expression A>0 & B>0 it should not go to Agent2.
Since we are using 2 types of skill expression

  1. A>0 & B>0
  2. A>0 & B>0 & C>0

So i want to prevent Skill Expression 1 call to go to Agent2.

Do you have any idea how to handle this situation.

Thanks,
Abhay Misra

1 Like
4

I haven’t tried this, but try:
A>0 & B>0 & C=0

According to Genesys documentation, an agent with the Skill = 0 is supposed to be the same as the agent not having the skill.
You MAY need to give your Agents with just A & B skill Skill C and set C=0 for those agents.

5

add to Agent1 and Agent2 the skill c=0 and thescript
A>0 & B>0 & C=0
If the agent3 have the skill>0

1 Like
6

Wow alot of echos, didn’t I already say this?

7

lol they just wanted to be sure he understood lol