Workforce Engagement Management

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  • 1.  Agents Availability

    Posted 04-22-2025 05:22

    Hi Team,

    I am building a new call flow. 

    First play the Welcome prompt after that it will go to the queue and checks agents are available if agents are available transferring the calls to the queue else we want to transfer the calls to external number with email notification. 

    How do I configure the agent's availability checks. Can you guide me.

    Regards,

    Jijesh


    #Configuration

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    Jijesh Kt
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  • 2.  RE: Agents Availability

    Posted 04-30-2025 06:22

    Hi Jijesh,

    I would also post this question in the Cloud Main community to reach a wider audience outside of WEM.



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    Tracy
    Genesys
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    Original Message


  • 3.  RE: Agents Availability

    Posted 05-09-2025 13:32

    Hello, 

    you can configure agent availability checks within your call flow using the "Check Availability" task in Architect. This task allows you to check if there are available agents in a queue and conditionally transfer calls based on the result. If agents are available, you can route calls to the queue; otherwise, you can transfer them to an external number and trigger an email notification. 
    Here's how you can implement this:
    1. Create a new flow: Start by creating a new inbound call flow in Architect.
    2. Add a "Play prompt" task: Include a task to play the "Welcome prompt" to the caller.
    3. Add a "Check Availability" task:
      • Drag and drop a "Check Availability" task onto your flow canvas.
      • Configure the task to check the specific queue you want to monitor.
      • Specify how you want to handle the available agents. You can choose to transfer to the queue or proceed to the next step (e.g., an email notification).
    4. Add a "Transfer" task (Conditional):
      • If agents are available, add a "Transfer" task to route calls to the specified queue.
      • If agents are not available, add a "Transfer" task to transfer the call to the external number.
    5. Add an ""Email Notification" task:
      • In the "If agents are not available" branch, add an "Email Notification" task.
      • Configure the email notification to be sent to a designated recipient with details about the call and the fact that no agents were available.
    6. Test and deploy: Thoroughly test your call flow to ensure it functions as expected. Once tested, deploy the flow to make it live


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    Robert Gacula, Manager, Workforce Management Team
    American Specialty Health
    RobertG@ASHN.com CA, San Diego.
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    Original Message


  • 4.  RE: Agents Availability

    Posted 05-12-2025 15:42
    Edited by Vaun McCarthy 05-12-2025 15:44

    Hi Robert.  Can you please point me to the article about the check availability task?



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    Vaun McCarthy
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    Original Message


  • 5.  RE: Agents Availability

    Posted 05-19-2025 15:45

    You can find this information on the resource center under create a flow https://help.mypurecloud.com/articles/create-a-flow/



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    Robert Gacula, Manager, Workforce Management Team
    American Specialty Health
    RobertG@ASHN.com CA, San Diego.
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    Original Message


  • 6.  RE: Agents Availability

    Posted 05-19-2025 16:00
    Sorry I dont see that particular task you mentioned.


    Sensitivity Label: General




    Original Message


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