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  • 1.  Check for available agents with Language skills for In-Queue Call with option for customer to continue waiting

    Posted 08-23-2024 07:41

    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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  • 2.  RE: Check for available agents with Language skills for In-Queue Call with option for customer to continue waiting
    Best Answer

    Posted 08-26-2024 09:29

    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.



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    Jim Crespino
    Senior Director, Developer Evangelism
    Genesys
    https://developer.genesys.com
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  • 3.  RE: Check for available agents with Language skills for In-Queue Call with option for customer to continue waiting

    Posted 10-02-2024 03:29

    Thank you Jim. It is more related to the availability of the agents that speak that language, rather than the amount of time the customer waits. We want to make sure they select to either wait longer or be transferred to an English speaking agent. 



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    Catherine Bergeron
    Icelandair Group hf
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  • 4.  RE: Check for available agents with Language skills for In-Queue Call with option for customer to continue waiting

    Posted 08-29-2024 02:14

    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
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  • 5.  RE: Check for available agents with Language skills for In-Queue Call with option for customer to continue waiting

    Posted 10-02-2024 03:28

    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
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  • 6.  RE: Check for available agents with Language skills for In-Queue Call with option for customer to continue waiting

    Posted 10-08-2024 02:15

    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
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  • 7.  RE: Check for available agents with Language skills for In-Queue Call with option for customer to continue waiting

    Posted 10-09-2024 03:06

    Thank you Siddhartha, This was very useful and I was able to make the flow work as we wished with this advice. Thanks again!



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    Catherine Bergeron
    Icelandair Group hf
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  • 8.  RE: Check for available agents with Language skills for In-Queue Call with option for customer to continue waiting

    Posted 10-03-2024 14:12

    You can use the same API to look for agents with a specific skill as well.



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    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------



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