Action node - Enqueue skill

Introduction

The Enqueue action queues the session for a configured skill. When using the enqueue action, the UCC A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). An UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location. will try to set a skill on the conversation. It is possible to configure the action to use a skill set in the payload. This allows you to change it depending on outputs from other components.

When not working or getting an exception please check if the configured skill exists. If the skill exists, check the message going in and if it contains our session information.

Important: You can add a catch node if you want to provide a fallback when an exception like this occurs.

Learn more about other available Dialogue Studio Nodes.