Find Language Skill action
Dynamically referenced language skills enable you to find an ACD language skill based on its string name at IVR runtime. Use this action to source language skill data from a data dip such as a Call Data action or a data table. Then, use that information with a Transfer to ACD action that sends the interaction to the appropriate queue.
- The dynamic lookup limit for a unique type is 25.
- Each lookup is unique, so multiple lookups for the same object in the flow only count as 1.
- The total lookup limit per flow is 100.
From the Toolbox, expand the Find category and drag a Find Language Skill action into the appropriate location in the task editor.
|Name field||Type a distinctive name for the action. The label you enter here becomes the action’s name displayed in the task sequence.|
|Language Skill Name||
Enter the skill name or an expression that locates the language skill. For example, (“Spanish oral”). At runtime, Architect performs a search for the specified language skill. If the system finds an exact match, it returns the language skill value.
Note: Architect does not support the use of the plus symbol (+) in language skill names.
|Language Skill Result||
When the system receives the language skill value, it stores that value in the variable you specify here. You can then use the variable in other areas of the flow.
Configure found and not found paths
This path indicates that Architect located the language skill within the organization.
Drag the appropriate action below the Found path so that it follows the route you want the interaction to take. For example, a Transfer to ACD action.
Note: The Language Skill Result field only populates when the flow follows the Found path.
This path indicates that Architect did not find the matching language skill.
Note: The Language Skill Result field does not populate when the flow follows the Not Found path.