Author Topic: Related between Interaction Queue and Skills  (Read 86 times)

Offline ducth

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Related between Interaction Queue and Skills
« on: August 10, 2018, 05:39:33 PM »
Dear everyone,
 
I'm wondering about related between Interaction Queue and Skills. and where can I see it.
- In call flow of email: I can see routing with interaction queue.
- But agent, I only see skill mapped.

Thanks,
Duc Tran

Offline Kubig

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Re: Related between Interaction Queue and Skills
« Reply #1 on: August 10, 2018, 06:36:47 PM »
In short:

- Interaction Queue is an object (script) which is required (and necessary) for routing non-voice interactions (something like routing point for voice)
- Skill is agent-related object which can be used for routing (skill-based) or for group membership control.

Try to check documentation about these terms to learn the details.
Genesys certified professional consultant (GVP, SIP, GIR and Troubleshooting)