Skill-based routing not working for message

Genesys Cloud Web Chat
1

I have a queue with routing method is Standard Routing (Default) and evaluation method is All skills matching

I set up 2 agents, Agent A with A skill and Agent B with B skill

In the inbound message flow, I set up that when the client types "agent A/B" it will end the conversation and set the "A/B skill" to State.skill, after that transfer to ACD, in the transfer to ACD block, I set ACD skill = State.skill

In the in-queue message flow, I log the Message.ACDSkills, it's correct. but it's not routing to the agent with the correct skill.

What's wrong with my setup?

2

Hi @AnNN2
From a conceptual standpoint this sounds right. Standard routing with All skills matching evaluation method waits for an agent with all the ACD skills provided. I would suggest opening a ticket with Genesys Cloud Customer Care to investigate your client data and diagnose the issue.

3

This topic was automatically closed 31 days after the last reply. New replies are no longer allowed.