Good morning,
We have a campaign by skills, in which we need to be able to make callbacks, currently the callbacks created from rules, when delivered to the agent ignore the skills. We have also tried to create the callback from data actions in the workflow by api with /api/v2/conversations/${input.conversationId}/participants/${input.participantId}/callbacks ,we force the input of the skills in
in the data action with the following parameters:
{
"scriptId": "${input.scriptId}",
"routingData": {
"queueId": "${input.queueId}",
"skillIds": [
"${input.skillId} "
]
},
"callbackUserName": "${input.callbackUserName}",
"callbackNumbers": [
"${input.callbackNumbers}"
],
"callbackScheduledTime": "${input.scheduledTime}",
"callerId": "${input.callerId}",
"callerIdName": "${input.callerIdName}",
"data": ${input.data}
}
We get this data from another data action that with the conversation interval and the Contactid retrieves us the data from the first DataparticipantId:
{
"translationMap": {
"queueId": "$.conversations[-1].participants[0].sessions[0].segments[0].queueId",
"skills1": "$.conversations[-1].participants[0].sessions[0].segments[0].requestedRoutingSkillIds[0]",
"scriptId": "$.conversations[-1].participants[0].sessions[0].scriptId",
"conversationId": "$.conversations[-1].conversationId",
"campaignId": "$.conversations[-1].participants[0].sessions[0].outboundCampaignId",
"contactListId": "$.conversations[-1].participants[0].sessions[0].outboundContactListId",
"participantsId": "$.conversations[-1].participants[0].participantId",
"skills2": "$.conversations[-1].participants[0].sessions[0].segments[0].requestedRoutingSkillIds[1]"
},
"translationMapDefaults": {
"queueId": "null",
"skills1": "null",
"scriptId": "null",
"conversationId": "null",
"campaignId": "null",
"contactListId": "null",
"participantsId": "null",
"skills2": "null"
},
"successTemplate": "{"conversationId": ${conversationId}, "outboundContactListId": ${contactListId}, "outboundCampaignId": ${campaignId}, "participantsId": ${participantsId}, "skills1": ${skills1},"skills2": ${skills2}, "queueId": ${queueId}, "scriptId": ${scriptId}}"
}
When we generate the callback, this one ignores the skills and delivers them to the user even if he does not have the necessary skills.
We have seen that there is the option of “Preserve skills from calls for callbacks and voicemails” activating it from the organization options. We have activated it and generated new callbacks from the campaign rules but it still ignores what skills the user has.
According to what we understood from the documentation:
This setting applies to Agent First callbacks including in-queue callbacks, scheduled callbacks, skilled campaign callbacks, and ACD voicemails. In a future release, Genesys Cloud will support this feature for Customer First callbacks as well.
Shouldn't it be allowed that a callback generated in a campaign by skills should keep the skills ?
We have already voted on the idea of allowing callbacks by skills. We have reached the limit of dynamic campaigns, we need to be able to do it by skills in order to unify the existing ones and create new ones.