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  • 1.  Check agents with specific skills are on queue

    Posted 06-09-2022 10:18
    No replies, thread closed.

    Hi All

    Within an In-Queue flow in  Architect, when checking if there is an agent on queue using "sum(Flow.onQueueAgents) > 0" (example below) 

    is there a quick way to combine the check to see if those agents have a specific skill?

    I'm trying to avoid an API call and just see if there is a quick way to write an expression to combine both in a decision instead

    Many thanks 

    Joe 




    #ArchitectureandDesign
    #Routing(ACD/IVR)

    ------------------------------
    Joe keenan
    Zimmer, Inc.
    GCA-GC
    ------------------------------


  • 2.  RE: Check agents with specific skills are on queue

    Posted 06-09-2022 10:30
    No replies, thread closed.
    I don't know where you're getting the data for the agents' skills, but once you have it you can and the expressions together.



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    Melissa Bailey
    Genesys - Employees
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    Original Message


  • 3.  RE: Check agents with specific skills are on queue

    Posted 06-09-2022 10:45
    No replies, thread closed.
    Hi Melissa

    It's the expression syntax after the and I think I'm struggling with. As in the part which matches the assigned skill in particular

    It doesn't seem to like anything I add, I keep getting errors 

    Thanks

    Joe

    ------------------------------
    Joe keenan
    Zimmer, Inc.
    GCA-GC
    ------------------------------

    Original Message


  • 4.  RE: Check agents with specific skills are on queue

    Posted 06-09-2022 14:15
    No replies, thread closed.
    What does your data look like?  i.e. You have variable X of type Y with a sample value Z, variable X2 of type Y2, etc

    ------------------------------
    Melissa Bailey
    Genesys - Employees
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    Original Message


  • 5.  RE: Check agents with specific skills are on queue

    Posted 06-10-2022 02:35
    No replies, thread closed.
    HI Joe / Melissa -
    We currently use a data action with separate Routing Status inputs, so we can decide if we want to check for Idle, Communicating and/or Interacting.
    But very keen to know the outcome of this thread since we have more Customers using SBR so we also need to check for Skill availability.
    Cheers,
    Mal.

    ------------------------------
    Thanks and regards,
    Malcolm Green
    Nexon Asia Pacific Pty. Ltd.
    malcolm.green@nexon.com.au
    ------------------------------

    Original Message


  • 6.  RE: Check agents with specific skills are on queue

    Posted 06-12-2022 21:14
    No replies, thread closed.
    Hi Joe

    Would have been easier if you could provide the expression and the resulting error(s) also where you are getting the data for agent skills. As far as the expression is concerned you can definitely combine expressions using "and" logic as suggested by Melissa. 

    here is an example





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    Muhammad Zubair Awan
    Spark NZ Trading
    ------------------------------

    Original Message


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