I have an inbound flow that has retrieved data about the current call from our own servers (CMS). Some of this info we want to add to the call as Skills.
eg: "Math", "WestCoast" etc
However the "ToSkill" function doesn't take a String (What does it take???), and the "FindSkill" function only works on email flows.
Any help would be appreciated.
My use case is more complicated than the simple description and very much hinges on getting skills from our data action and applying them to the call.
I used parallel arrays to solve a similar issue. Assuming your skill from CMS is coming across as a string,
parallel arrays will allow you to make this conversion. To do this create a string collection containing the CMS Skills, and a skill collection that will contain the corresponding Pure Cloud skills. Then use the FindFirst function against the string collection to return the index, which you can use to locate the corresponding skill in the skill collection.
In my case I was trying to find a way NOT to define a list of all skills in my flow. I really wanted to support the behavior where my Biz users decide they need a new skill, they add it the dashboard, give it to few agents, and then our IVR can start making use of that skill.
Now it needs to become a DEV task where I go in and modify the static list.
I have a few other uses cases which I have come up with creative workaround (re: hacks)
