Set Skill Expression Filters action

AI-generated summary

Genesys Cloud's Transfer to ACD action provides comprehensive interaction routing capabilities across multiple channels including calls, chats, emails, and both voice and digital bots. The system supports sophisticated queue management with DTMF and speech recognition, allowing customizable queue selection and priority assignments that affect wait times at a rate of one minute per priority point. Routing configurations include support for up to 100 preferred agents (default 20) with scoring functionality determining ring assignments, while Direct Agent routing enables dedicated agent assignment through queues with full ACD features like wrap-up codes. The platform incorporates specialized functions such as MakeAgentScorePair and MakeListAgentScorePair for agent/score pair management, with queue voicemail transfers taking precedence over agent transfers. Language skills can be configured using default or custom settings, while ACD skills determine agent qualification for interactions. The system provides comprehensive error handling through success and failure paths, with failure outputs delivering detailed errorType and errorMessage information. Technical capabilities include workitem flow management, priority-based routing, and specialized functions accessible through Architect's Expression Help feature. Configuration options encompass Add Rings setup, language skill settings, and ACD skill selection. The system supports pre-transfer and failed transfer communications for non-voice bot flows, with customizable messaging options and alternative actions for transfer failures. Key limitations include the maximum of 100 agent/score pairs, with a "TooManyPreferredAgents" error triggering when exceeded. Agent scores influence ring assignment timing but not specific agent selection, and assignment prioritization is based on time since last interaction. The system defaults to blind transfers for secure flows instead of consultation VXML transfers.

Use the Set Skill Expression Filters action in in-queue call and in-queue message flows to apply a skill expression filter that selects agents based on the defined skills. The action overrides any previously assigned skill expression filter that was configured through the Transfer to ACD or Set Skill Expression Filters action.

Configure the Set Skill Expression Filters action

Field	Description
Name field	The label you enter here becomes the name of the transfer action in the task editor.
Skill Expression Filters	Provide a skill expression filter that you previously evaluated using the Evaluate Skill Expression Filters action. You can enter the name of the variable that stores the result of the Evaluate Skill Expression Filters action. The filter selects a subset of agents who possess the configured combination of ACD skills and proficiencies to route the interaction. The filter is applied only when the target queue supports skill expression evaluation. For more information, see Evaluate Skill Expression Filters action. Note: If the collection variable contains more than the maximum allowed items or it contains one or more skill expression filters that are invalid, the action takes the Failure output path.

Field

Description

Name field

The label you enter here becomes the name of the transfer action in the task editor.

Skill Expression Filters

Provide a skill expression filter that you previously evaluated using the Evaluate Skill Expression Filters action. You can enter the name of the variable that stores the result of the Evaluate Skill Expression Filters action. The filter selects a subset of agents who possess the configured combination of ACD skills and proficiencies to route the interaction.

The filter is applied only when the target queue supports skill expression evaluation. For more information, see Evaluate Skill Expression Filters action.

Note: If the collection variable contains more than the maximum allowed items or it contains one or more skill expression filters that are invalid, the action takes the Failure output path.

Failure outputs

These outputs allow the flow author to map the results of any resulting errorType and errorMessage. To expand or collapse the list of variables, click the arrow next to Failure Outputs.

Field	Description
errorType	A non-empty string that contains the type or category of the error.
errorMessage	A non-localized failure message. The string can be empty or NOT_SET.

Define success and failure paths

Action	Description
Success	This path indicates that the system successfully set or assigned the skill expression filter.
Failure	This path indicates that the system was unable to assign the skill expression filter.

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