PureConnect

 View Only

Discussion Thread View
Back to discussions
Expand all | Collapse all

hold Agent after Queue Check

  • 1.  hold Agent after Queue Check

    Posted 04-09-2019 12:13
    I have a handler that is checking a queue to see if there is an agent available. We do it this way vs through attendant as if there isn't an agent available it needs to go back to the agent they were talking too.  This is all working, but i have discovered because these agents are in other inbound and dialer campaigns that many times they are assigned another call by the time it is transfer to the queue.

    What i am looking to do now, is after the queue check, identify the agent who is available and select them for that call prior to the transfer, so that ACD can't assign them any other interaction. Is there ACD steps i can put in the handler to accomplish this? I didn't see any step that gives me a list of avaiable agents, only if there is an agent available. 

    Thank you,
     Scott
    #Handlers

    ------------------------------
    Scott Williams
    Missouri Higher Education Loan Authority
    ------------------------------


Need Help finding something?

Check out the Genesys Knowledge Network - your all-in-one access point for Genesys resources