Customer A calls contact center. A Data dip identifies that Customer A has a conflict of interest and cannot speak to Agent B. Agent B is in a queue that Customer A needs to land in because other agents are allowed to assist Customer A.
How can I prevent Agent B from ever speaking to Customer A due to the conflict of interest. In Architect I can do a data dip on the ANI/SalesForce ID etc. but I don't see a way to prevent Agent B from receiving the call if they were available.
I don't believe there is any way to do negative matching (meaning route to any agent except those that match a condition). You can positively match using skills, so if you can work your business requirement into a positive matching configuration, it should be possible.
I'd recommend asking about this on the Genesys Cloud Community Forum, which is focused on base product usage and configuration. This forum is specific to API usage and custom applications.
Thanks @tim.smith I guess I could write a custom app that once I perform the data dip on customer I then look to a data table or other web service that contains the agent the customer cannot speak to. I then send a request to GCloud to perhaps disable the agent or deactivate them from queue?
From my searching in the community there isn't a way to do achieve this through base capability and I have been tasked with writing some web calls to perform this negative matching. I appreciate the assist!