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Is there a way to have the members of a group be set by a Data Table?

I am trying to set up a call route such that it sends calls to a group as one of the options in the architect flow.  It would use the Data Table as a lookup so that the members of the group would depend on time range entries within the table.

#ArchitectureandDesign
#SystemAdministration

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Joe Hurst
IT Engineer Architect
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Hello Joe, 

I dont think you can directly set group members using a data table, I believe I have some ideas on how to achieve your idea of time-based routing. 

First would be a queue-based routing solution. Instead of dynamically changing group membership, you could use the "Find Queue" action in combo with data tables. 

The data table can store queue names/ids along with their time ranges. From there you can use the data table to determine the appropriate queue based on the current time. Then route the call to the id'd queue using a "Transfer to ACD" action. 

My second thought would be for a skill-based. This would utilize the "Find Skill" action which can work with data table lookups. You can store skill requirements and time ranges in your data table and look up the required skill based on time. This would allow you to route to agents with matching skills. 

The data table structure would look something like this:

-Time range start

-Time range end

-Queue Name/id

-Day of week (if needed)

and the flow structure would be

1. Get current time/date
2. lookup in data table
3. use "Find Queue" action with the retrieved queue name/id
4. transfer to ACD with the found queue

Those are my ideas but if you really want to stick with having members of a group being set by a data table you would need to create an idea in our ideas portal.

Cheers, 

Is there a way to have the members of a group be set by a Data Table?

I am trying to set up a call route such that it sends calls to a group as one of the options in the architect flow.  It would use the Data Table as a lookup so that the members of the group would depend on time range entries within the table.

Thanks for your response.  

I was hoping to find a non-ACD based setup though, so members wouldn't need to manually log in/out but rather just be available on the pre-set schedule in the data table.

Hello Joe, 

I dont think you can directly set group members using a data table, I believe I have some ideas on how to achieve your idea of time-based routing. 

First would be a queue-based routing solution. Instead of dynamically changing group membership, you could use the "Find Queue" action in combo with data tables. 

The data table can store queue names/ids along with their time ranges. From there you can use the data table to determine the appropriate queue based on the current time. Then route the call to the id'd queue using a "Transfer to ACD" action. 

My second thought would be for a skill-based. This would utilize the "Find Skill" action which can work with data table lookups. You can store skill requirements and time ranges in your data table and look up the required skill based on time. This would allow you to route to agents with matching skills. 

The data table structure would look something like this:

-Time range start

-Time range end

-Queue Name/id

-Day of week (if needed)

and the flow structure would be

1. Get current time/date
2. lookup in data table
3. use "Find Queue" action with the retrieved queue name/id
4. transfer to ACD with the found queue

Those are my ideas but if you really want to stick with having members of a group being set by a data table you would need to create an idea in our ideas portal.

Cheers, 

Is there a way to have the members of a group be set by a Data Table?

I am trying to set up a call route such that it sends calls to a group as one of the options in the architect flow.  It would use the Data Table as a lookup so that the members of the group would depend on time range entries within the table.

Thanks for your response.  

I was hoping to find a non-ACD based setup though, so members wouldn't need to manually log in/out but rather just be available on the pre-set schedule in the data table.

Hello Joe, 

I dont think you can directly set group members using a data table, I believe I have some ideas on how to achieve your idea of time-based routing. 

First would be a queue-based routing solution. Instead of dynamically changing group membership, you could use the "Find Queue" action in combo with data tables. 

The data table can store queue names/ids along with their time ranges. From there you can use the data table to determine the appropriate queue based on the current time. Then route the call to the id'd queue using a "Transfer to ACD" action. 

My second thought would be for a skill-based. This would utilize the "Find Skill" action which can work with data table lookups. You can store skill requirements and time ranges in your data table and look up the required skill based on time. This would allow you to route to agents with matching skills. 

The data table structure would look something like this:

-Time range start

-Time range end

-Queue Name/id

-Day of week (if needed)

and the flow structure would be

1. Get current time/date
2. lookup in data table
3. use "Find Queue" action with the retrieved queue name/id
4. transfer to ACD with the found queue

Those are my ideas but if you really want to stick with having members of a group being set by a data table you would need to create an idea in our ideas portal.

Cheers, 

Is there a way to have the members of a group be set by a Data Table?

I am trying to set up a call route such that it sends calls to a group as one of the options in the architect flow.  It would use the Data Table as a lookup so that the members of the group would depend on time range entries within the table.

Thanks for your response.  

I was hoping to find a non-ACD based setup though, so members wouldn't need to manually log in/out but rather just be available on the pre-set schedule in the data table.

Hello Joe, 

I dont think you can directly set group members using a data table, I believe I have some ideas on how to achieve your idea of time-based routing. 

First would be a queue-based routing solution. Instead of dynamically changing group membership, you could use the "Find Queue" action in combo with data tables. 

The data table can store queue names/ids along with their time ranges. From there you can use the data table to determine the appropriate queue based on the current time. Then route the call to the id'd queue using a "Transfer to ACD" action. 

My second thought would be for a skill-based. This would utilize the "Find Skill" action which can work with data table lookups. You can store skill requirements and time ranges in your data table and look up the required skill based on time. This would allow you to route to agents with matching skills. 

The data table structure would look something like this:

-Time range start

-Time range end

-Queue Name/id

-Day of week (if needed)

and the flow structure would be

1. Get current time/date
2. lookup in data table
3. use "Find Queue" action with the retrieved queue name/id
4. transfer to ACD with the found queue

Those are my ideas but if you really want to stick with having members of a group being set by a data table you would need to create an idea in our ideas portal.

Cheers, 

Is there a way to have the members of a group be set by a Data Table?

I am trying to set up a call route such that it sends calls to a group as one of the options in the architect flow.  It would use the Data Table as a lookup so that the members of the group would depend on time range entries within the table.

Is there a way to have the members of a group be set by a Data Table?

I am trying to set up a call route such that it sends calls to a group as one of the options in the architect flow.  It would use the Data Table as a lookup so that the members of the group would depend on time range entries within the table.

Hi @Joe Hurst,

Unfortunately, you can't directly update group members from a Data Table in Architect.

Actually, @Tatjana Knezevic's answer is a clever workaround if you're trying to dynamically route based on group membership without hardcoding everything in Architect. The only caveat is the 20-agent limit in Preferred Agent expressions.
So, If you're comfortable with API calls, Tatjana's method is the closest way to simulate dynamic group routing.

Still use the Data Table for time-based logic, but now retrieve group members on the fly and build Preferred Agent expressions accordingly.

Having said that, if you want simplicity and scale, Queue-based routing is still the easiest lift, after Skill-based-routing.

Hope it helps,
Thanks

Is there a way to have the members of a group be set by a Data Table?

I am trying to set up a call route such that it sends calls to a group as one of the options in the architect flow.  It would use the Data Table as a lookup so that the members of the group would depend on time range entries within the table.