Thank you Siddhartha, This was very useful and I was able to make the flow work as we wished with this advice. Thanks again!
Original Message:
Sent: 10-08-2024 02:15
From: Siddhartha Chopdar
Subject: Check for available agents with Language skills for In-Queue Call with option for customer to continue waiting
If you are setting the output in your data action name as Task.AgentsonQueue then you can set it in the decision Task.OnQueueAgentCount>0 if Yes do this if no do that.
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Siddhartha Chopdar
Sabre GLBL Inc
Original Message:
Sent: 10-02-2024 03:27
From: Catherine Bergeron
Subject: Check for available agents with Language skills for In-Queue Call with option for customer to continue waiting
Apologies for the delay in answering this. This would work yes. in the decision block, I am not sure what to put in as Task. do I enter something like sum (Task.AgentsonQueue)<0?
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Catherine Bergeron
Icelandair Group hf
Original Message:
Sent: 08-29-2024 02:14
From: Siddhartha Chopdar
Subject: Check for available agents with Language skills for In-Queue Call with option for customer to continue waiting
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
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Siddhartha Chopdar
Sabre GLBL Inc
Original Message:
Sent: 08-23-2024 07:41
From: Catherine Bergeron
Subject: Check for available agents with Language skills for In-Queue Call with option for customer to continue waiting
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?
#ArchitectureandDesign
#Routing(ACD/IVR)
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Catherine Bergeron
Icelandair Group hf
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