Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: ducth on August 10, 2018, 08:39:33 AM

Title: Related between Interaction Queue and Skills
Post by: ducth on August 10, 2018, 08:39:33 AM

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

Title: Re: Related between Interaction Queue and Skills
Post by: Kubig on August 10, 2018, 09:36:47 AM

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.