why does this setting block dynamic skill assignment in architect?
we are migrating a complex zendesk trigger setup to genesys cloud. in zendesk, we used automated rules to assign tickets to agents based on custom tags and priority levels. i thought the equivalent in genesys would be using the “assign to user or group” block with dynamic skills, but it seems to behave differently.
when i set up a flow that calculates the required skill set based on the inbound interaction data (similar to zendesk ticket fields), the assignment block returns an error: “no available agents found for requested skills”. this happens even though agents are logged in and have the correct skills assigned in their profiles.
i noticed that in zendesk, the assignment is immediate and based on availability, but in genesys, it seems to wait for a specific routing strategy. is there a configuration in the ivr or omnichannel routing that needs to be toggled to mimic the instant assignment behavior of zendesk?
also, does the “use current skill group” option in the assignment block override the dynamic skills calculated earlier in the flow? i feel like i am missing a fundamental concept about how genesys handles agent availability compared to zendesk’s simple status check. any practical advice on mapping this zendesk logic would be appreciated.