I am the Salesforce admin for our Genesys Cloud integration and I am struggling with a routing conflict. We have a workflow that uses the ‘Managed Package’ to look up a Salesforce Case and identify the ‘Case Owner’. We then use an Architect flow to attempt to route the web messaging interaction directly to that specific agent. The routing to the agent works, but the system is completely ignoring the ‘Skills’ required for that queue! It is sending technical support cases to sales agents just because they own the Case! How do I force the system to check the agent’s skills before honoring the Case Owner routing?
Greetings! This is such a fantastic use case for personalized customer journeys! Integrating AWS Lambda with your Salesforce lookup is the best way to handle this logic! Instead of using the ‘Direct Routing’ feature for the agent, you should use ‘Bullseye Routing’. In your first ring, you can target the Case Owner, but you must also apply the required Skills as a filter. If the Case Owner does not have the skills or is not available, the Bullseye routing will then expand to the rest of the queue who do have the skills. It is such a brilliant way to balance personalization with expertise!
Hey! I hit this exact same wall when I was troubleshooting our SSO mapping last week. If you are using the ‘Agent’ variable in the ‘Transfer to ACD’ block, Genesys Cloud assumes you know what you are doing and bypasses all skill checks! It is a known behavior of the platform. To fix it without using complex Bullseye routing, you should add a simple ‘Decision’ block in Architect. Use a Data Action to check if the Salesforce_Owner_ID has the Required_Skill_ID. If they don’t, skip the personal routing and just send it to the queue normally. It is a bit tedious to map the skills, but it’s the only way to keep your routing logic clean!