Find Skill action
Dynamically referenced skills enable you to find an ACD skill based on its string name at IVR runtime. Use this action to source 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.
From the Toolbox, expand the Find category and drag a Find 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.|
Enter the skill name or an expression that locates the skill. For example, (“residential lending”). At runtime, Architect performs a search for the specified skill. If the system finds an exact match, it returns the skill value.
Note: Architect does not support the use of the plus symbol (+) in skill names.
When the system receives the 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 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 Skill Result field only populates when the flow follows the Found path.
This path indicates that Architect did not find the matching skill.
Note: The Skill Result field does not populate when the flow follows the Not Found path.