Transfer to ACD action

Select a queue to which to transfer the interaction.

To select a customized in-queue flow instead of the default in-queue flow, click Override default in-queue handling. When selected, the option changes to In-Queue Call Flow, where you can choose the in-queue flow the customer hears when on hold for this queue. 

Note: The flow you select here overrides a previously selected default- and queue-configured flow.

(Optional) Configure a prompt to play when the transfer action detects a failure.

Select a numeric value that assigns priority to the interaction.

To influence routing, supply up to 20 preferred agents along with their scores. You can increase the number of agent/score pairs up to a maximum of 100. To ask for an increase, contact Genesys Cloud Customer Care. Agent scores determine the ring to which to assign to the agent, but they do not determine which agent to assign to the waiting interaction.

For example, you have three agents with scores of 100, 95, and 85, respectively. The first ring configuration is 10 seconds for agents with scores > 90. This configuration means that, for the first 10 seconds, the system only considers the first two agents but not which agent it selects. Assignment is based on time since the last interaction, and so on.

To create an individual agent/score pair value, use the MakeAgentScorePair function. This example expression creates an agent/score pair collection with two agent/score pairs. The first agent has a score of 100 and the second has a score of 90:

MakeList(
 MakeAgentScorePair(
  FindUserById("<put_user_guid_string_here>"),
  100
 ),
 MakeAgentScorePair(
  FindUserById("<put_user2_guid_string_here>"),
  90
 )
)

You can use a MakeListAgentScorePair function that takes a collection of users along with an integer collection of scores to associate with the users. Following that method, this example generates the same value as the previous expression:

MakeListAgentScorePair(
 MakeList(
  FindUserById("<put_user_guid_string_here>"),
  FindUserById("<put_user2_guid_string_here>"),
 ),
 MakeList(
  100,
  90
 )
)

You can also use an Update Data action to assign variables. Then, use those variables to supply individual user values or user collections, an individual integer score or integer collections, and agent/score pair or collections. For more information about the MakeAgentScorePair, MakeListAgentScorePair, MakeList, FindUserById, and other functions, see Architect’s Expression Help feature. Each function gives more details and examples.

The default is No value specified. If you do not want to use preferred agent routing, leave this setting unchanged.

Notes:

• By default, if the action encounters an agent/score pair collection supplied with more than 20 items, the call flow takes the Failure output at runtime. If you bind a variable to the errorType failure output, the value contains the “TooManyPreferredAgents” string value. You can increase the number of agent/score pairs up to a maximum of 100. After meeting the 100 agent/score pair limit, the flow follows the failure output path. To request an increase, contact Genesys Cloud Customer Care.
• Preferred agent use requires that you configure Add Rings for the priority of agents to consider

For more information, see Advanced routing overview and Specify evaluation and routing methods in Create and configure queues.

A completed Success path indicates that the system encounters no errors during the process. It is not a measure of whether the system receives data that is the intended result or functionality.

This path indicates that there was an error attempting to complete the action or a problem processing the results from a bridge or data action. Specify the action if Architect is not able to transfer the call. For example, a play audio action to indicate that the action wasn’t successful, a transfer action to send the caller to an agent for assistance. 

Note: If the network experiences connectivity issues, the action automatically takes this failure path.

Select a queue to which to transfer the email or message.

To select a customized in-queue flow instead of the default in-queue flow, click Override default in-queue handling. When selected, the option changes to In-Queue Call Flow, where you can choose the in-queue flow the customer hears when on hold for this queue. 

Note: The flow you select here overrides a previously selected default- and queue-configured flow.

(Optional) The wording that the bot plays when the transfer action detects a failure.

Assign a priority to the email or message.

Agent scores determine the ring to which to assign to the agent, but they do not determine which agent to assign to the waiting interaction.

For example, you have three agents with scores of 100, 95, and 85, respectively. The first ring configuration is 10 seconds for agents with scores > 90. This configuration means that, for the first 10 seconds, the system only considers the first two agents but not which agent it selects. Assignment is based on time since the last interaction, and so on.

To create an individual agent/score pair value, use the MakeAgentScorePair function. This example expression creates an agent/score pair collection with two agent/score pairs. The first agent has a score of 100 and the second has a score of 90:

MakeList(
 MakeAgentScorePair(
  FindUserById("<put_user_guid_string_here>"),
  100
 ),
 MakeAgentScorePair(
  FindUserById("<put_user2_guid_string_here>"),
  90
 )
)

You can use a MakeListAgentScorePair function that takes a collection of users along with an integer collection of scores to associate with the users. Following that method, this example generates the same value as the previous expression:

MakeListAgentScorePair(
 MakeList(
  FindUserById("<put_user_guid_string_here>"),
  FindUserById("<put_user2_guid_string_here>"),
 ),
 MakeList(
  100,
  90
 )
)

You can also use an Update Data action to assign variables. Then, use those variables to supply individual user values or user collections, an individual integer score or integer collections, and agent/score pairs or collections. For more information about the MakeAgentScorePair, MakeListAgentScorePair, MakeList, FindUserById, and other functions, see Architect’s Expression Help feature. Each function gives more details and examples.

The default is No value specified. If you do not want to use preferred agent routing, leave this setting unchanged.

Note: By default, if the action encounters an agent/score pair collection supplied with more than 20 items, the call flow takes the Failure output at runtime. If you bind a variable to the errorType failure output, the value contains the “TooManyPreferredAgents” string value. You can increase the number of agent/score pairs up to a maximum of 100. After meeting the 100 agent/score pair limit, the flow follows the failure output path. To request an increase, contact Genesys Cloud Customer Care.

For more information, see Advanced routing overview and Specify evaluation and routing methods in Create and configure queues.

Do one of the following:

• From the list, select a language skill to assign to the email or message flow.
• Switch to expression mode and enter the DetectLanguage string.

Note: Architect includes descriptions and examples for creating expressions using the DetectLanguage function. For more information about creating expressions and accessing Expression help, see the built-in Expression Help.

Select a queue to which to transfer the email or message.

To select a customized in-queue flow instead of the default in-queue flow, click Override default in-queue handling. When selected, the option changes to In-Queue Call Flow, where you can choose the in-queue flow the customer hears when on hold for this queue. 

Note: The flow you select here overrides a previously selected default- and queue-configured flow.

Assign a priority to the email or message.

Agent scores determine the ring to which to assign to the agent, but they do not determine which agent to assign to the waiting interaction.

For example, you have three agents with scores of 100, 95, and 85, respectively. The first ring configuration is 10 seconds for agents with scores > 90. This configuration means that, for the first 10 seconds, the system only considers the first two agents but not which agent it selects. Assignment is based on time since the last interaction, and so on.

To create an individual agent/score pair value, use the MakeAgentScorePair function. This example expression creates an agent/score pair collection with two agent/score pairs. The first agent has a score of 100 and the second has a score of 90:

MakeList(
 MakeAgentScorePair(
  FindUserById("<put_user_guid_string_here>"),
  100
 ),
 MakeAgentScorePair(
  FindUserById("<put_user2_guid_string_here>"),
  90
 )
)

You can use a MakeListAgentScorePair function that takes a collection of users along with an integer collection of scores to associate with the users. Following that method, this example generates the same value as the previous expression:

MakeListAgentScorePair(
 MakeList(
  FindUserById("<put_user_guid_string_here>"),
  FindUserById("<put_user2_guid_string_here>"),
 ),
 MakeList(
  100,
  90
 )
)

You can also use an Update Data action to assign variables. Then, use those variables to supply individual user values or user collections, an individual integer score or integer collections, and agent/score pairs or collections. For more information about the MakeAgentScorePair, MakeListAgentScorePair, MakeList, FindUserById, and other functions, see Architect’s Expression Help feature. Each function gives more details and examples.

The default is No value specified. If you do not want to use preferred agent routing, leave this setting unchanged.

Note: By default, if the action encounters an agent/score pair collection supplied with more than 20 items, the call flow takes the Failure output at runtime. If you bind a variable to the errorType failure output, the value contains the “TooManyPreferredAgents” string value. You can increase the number of agent/score pairs up to a maximum of 100. After meeting the 100 agent/score pair limit, the flow follows the failure output path. To request an increase, contact Genesys Cloud Customer Care.

For more information, see Advanced routing overview and Specify evaluation and routing methods in Create and configure queues.

Do one of the following:

• From the list, select a language skill to assign to the email or message flow.
• Switch to expression mode and enter the DetectLanguage string.

Note: Architect includes descriptions and examples for creating expressions using the DetectLanguage function. For more information about creating expressions and accessing Expression help, see the built-in Expression Help.