Hi, 

I am looking for a way to add in the In-Queue flow a way to check if there are any available agents on queue with a specific language skill. If that check fails, would like to offer the caller the option to either transfer to another language (English f.x.) or keep waiting in line. I could only find the option in Call Data Action to get the number of On-Q agents. Are there other options?

Instead of checking the number of agents on-queue, I would suggest instead to check Estimated Wait Time instead and if EWT is above a specific threshold of time then you could offer your transfer options.  On an in-queue callflow EWT should be available as Call.EstimatedWaitTime, so it should be an easy check.

Hi, 

I am looking for a way to add in the In-Queue flow a way to check if there are any available agents on queue with a specific language skill. If that check fails, would like to offer the caller the option to either transfer to another language (English f.x.) or keep waiting in line. I could only find the option in Call Data Action to get the number of On-Q agents. Are there other options?

Hi, 

I am looking for a way to add in the In-Queue flow a way to check if there are any available agents on queue with a specific language skill. If that check fails, would like to offer the caller the option to either transfer to another language (English f.x.) or keep waiting in line. I could only find the option in Call Data Action to get the number of On-Q agents. Are there other options?

Hi Catherine,

Yes you can get the desired output. You need to create a new call data action using the below api.

/api/v2/routing/queues/XXXXXXXXXXXXXXXXXXX/members?languages=YYYYYY&routingStatus=IDLE

Where XXXXXXXX is the queueId and YYYYY is the language you want to check for. 

By selecting the routing status as IDLE you will get the OnQueue agents, then you can use a decision block if agents count>0 then do this or do that.

Let me know if I was not clear or if you need more help on this.

Thanks

Hi, 

I am looking for a way to add in the In-Queue flow a way to check if there are any available agents on queue with a specific language skill. If that check fails, would like to offer the caller the option to either transfer to another language (English f.x.) or keep waiting in line. I could only find the option in Call Data Action to get the number of On-Q agents. Are there other options?

Hi Catherine,

Yes you can get the desired output. You need to create a new call data action using the below api.

/api/v2/routing/queues/XXXXXXXXXXXXXXXXXXX/members?languages=YYYYYY&routingStatus=IDLE

Where XXXXXXXX is the queueId and YYYYY is the language you want to check for. 

By selecting the routing status as IDLE you will get the OnQueue agents, then you can use a decision block if agents count>0 then do this or do that.

Let me know if I was not clear or if you need more help on this.

Thanks

Hi, 

I am looking for a way to add in the In-Queue flow a way to check if there are any available agents on queue with a specific language skill. If that check fails, would like to offer the caller the option to either transfer to another language (English f.x.) or keep waiting in line. I could only find the option in Call Data Action to get the number of On-Q agents. Are there other options?