Friends,
Looking for some guidance here. I would like to configure a method in which architect can evaluate the interaction volume in a queue(s) and based on predefined conditions, perform alternative actions. We are new to Cloud and come from PureConnect, where Attendant could conditionally evaluate the number of interactions in queue (=, <, >, =<, =>) and then redirect or proceed based on the true/false result.
For example, if a new email or call comes in and the initial target queue has over 20 interactions in queue, I might want to overflow that email or call to a secondary queue or different department with a different set of agents.
Does anyone have any insight on how to achieve this with architect? Perhaps I missed something while perusing the documentation, community threads, and dev forum. Any guidance or exports would be greatly appreciated.
Thanks in advance!
#ArchitectureandDesign------------------------------
Christopher Kaldenberg
EMS, Inc.
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