Yes, the handler you have looks fine from what I can tell. The only other thing I would do is to set another attribute indicating whether agents were found so that when the call continues you can transfer the call in Attendant using the value of that attribute to either the queue or voicemail.
FYI, when you set attributes, they are attached to the Interaction, in this case a call, so the subroutine initiator is passing the call into the handler as an interaction. The parameters for the handler (in the initiator) are what you pass to the handler (from another handler), so you don't need to add anything there.
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Douglas Suyemoto
Latham & Watkins LLP
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Original Message:
Sent: 05-06-2021 09:22
From: Nelson Torres
Subject: ACD Statistics (Interaction)
Douglas,
Thank you for your help. In Interaction Attendant, I do set the Skill name using attribute "Eic_AttDynamicWorkgroupSkills". However in my subroutine I do not know how to retrieve it and set it as a "Call ID" for the tools to use the Skill for a call. Do I use a Get Attribute or do I set the parameter in the Initiator step?
Handlers is all new to me and this is my first contact center build from scratch. Any help is much much appreciated.
See attached file.
Thank You,
Nelson Torres
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[Nelson] [Torres]
[Carilion Clinic]
Original Message:
Sent: 05-06-2021 02:04
From: Douglas Suyemoto
Subject: ACD Statistics (Interaction)
Hi Nelson,
What you may want to look at is the ACD Select Agent tool. What you may be able to do is to use the tool to do the check for you, since it has a step for "No Available Agents" which you can use to send the call to voicemail, but on success pass it on to the queue. Assuming the interaction only has the skills which you are interested in and its a simple configuration, this may work for you.
You may also have to assign the skill using the "ACD Specify Interaction Skill" tool by retrieving the Eic_AttDynamicWorkgroupSkills attribute as I'm not sure if the ACD Select Agent tool uses that attribute to determine the right skills.
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Douglas Suyemoto
Latham & Watkins LLP
Original Message:
Sent: 05-04-2021 11:02
From: Nelson Torres
Subject: ACD Statistics (Interaction)
Hello All,
I am unable to get the ACD Statistics (Interaction) tool to work. My goal is to determine if any agents are logged in to Interaction Connect who is assigned a specific "Skill". Then either send the calls to voice mail or continue on to a ACD Group Transfer step using Interaction Attendant. I am using a Set Attribute step before my Subroutine with the attribute "Eic_AttDynamicWorkgroupSkills". I have already checked Interaction Attendant "Expression Types" for the "Logical Transfer" step in Interaction Attendant, this only works for Workgroups and not a specific Skill.
I am able to get the ACD Statistics (Queue) tool to give me data on the Workgroup, but this tool does not break it down by Skill.
Any suggestions is much appreciated.
Nelson Torres
#Handlers
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[Nelson] [Torres]
[Carilion Clinic]
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