Salesforce fields convert to skills in PureCloud

Genesys Cloud Applications Architect
1

Hi all,

I'm wondering if the following behaviour is possible to set up in Salesforce/PureCloud.
We trigger data from Salesforce via Call Data Action in Architect.
We want to use the data received by the request (i.e. Salesforce fields and values) to operate as a skill component in PureCloud and affect the routing of the inbound call.

Let me know if someone is having a similar experience/idea?
High level we want to implement dynamic routing logic where skills may vary.

Best,
Anton.

2

I believe you currently have to approach converting a string into a skill via the parallel arrays method documented here:

1 Like
3

can we convert values dynamically, i.e. if the field value in SF is changed, the skill in PureCloud for related agents will be updated as well?

4

That might be possible using a trigger within Salesforce to hit the PureCloud API to create a new skill. Unfortunately, I don't see a route for updating skills, only get, create, and delete:

https://developer.mypurecloud.com/api/rest/v2/routing/index.html

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