abbasmirza | 2018-07-17 11:44:59 UTC | #1
Hello Experts,
I would like to know if somehow i can get the Agent Availability status in a queue to transfer inbound voice interactions.
The Idea is when a voice interaction hits a particular queue and if not agent is available (off queue) the interaction should be moved another queue (configured in architect).
If the agent is available the interaction will forward as desired.
Regards,
Abbas Mirza
crespino | 2018-07-23 16:09:31 UTC | #2
Instead of using Agent Availability, which can chance second by second, I would instead use Estimated Wait Time with a threshold value to determine if the call should be transferred to another queue.
For instance you could create an In-Queue Flow that would look at Call.EstimatedWaitTime. If the value of the EWT is greater than some threshold then you can transfer the call from the current queue to another.
MelissaBailey | 2018-07-23 17:30:13 UTC | #3
The only reason a caller gets to, and stays in, an in-queue flow is because there are no agents available (otherwise the caller would get transferred to the agent). So you can configure your in-queue flow to transfer to your 2nd queue immediately. Although checking the estimated wait time first is also a good idea--for example if it's only going to be 10 seconds, then staying in the current queue wouldn't be bad.
system | 2018-08-23 17:30:14 UTC | #4
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