How to drop chat requests that do not contain a skill name/ID

Genesys Cloud Web Chat
1

Question:

From within PureCloud, is it possible to drop/refuse any chat request within a specific queue that does NOT contain a skill ID?

Scenario:

The HelpSocial listening engine brings in comments/posts from social networks and turns them into chat requests for PureCloud within a "social media queue". The agent answers the interaction for the chat and continues with the social conversation from there. Some of the chat requests contain a skill ID (for routing to specific agents with that skill) and some do not contain one.

We're trying to eliminate specific types of social media comments by only adding a skill ID to the ones we want routed to an agent. The desired behavior is that any chat request that comes in without a skill ID associated with it, would be dropped from the queue.

2

Today, if you don't want certain chats routed to agents then your options are:

  • don't send them to PureCloud
  • send them to an unmonitored queue (which can cause other issues)

We have plans for chat flows in architect that would more align with what you are looking for. The idea is here: https://genesys.aha.io/ideas/CLDIG-I-8, feel free to vote/comment.

3

Understood. Thank you!

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