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  • 1.  Conditional Group Activation Help Needed.

    Posted 11 hours ago

    This is the scenario, I have a call queue and an email queue.  The call queue has around 20 agents answering calls. The email queue has about 10 individuals answering emails throughout the day. I would like to have a small group of agents that can take emails if the emails get backed up and no calls are holding.

    I set up a group with the 5 agents from the call queue. 

    I went into my email queue and changed the membership to still have the 10 individuals and added the group with the 5 agents.

    The 5 agents in the group are deactivated in the email queue.

    The email queue Routing Method is Standard with Best Skills Matching and the Last Agent Routing is disabled. 

    I then created a CGA rule that states:

    (Pilot Rule off)

    IF:

    Condition Set 1: Idle Agent Count of Call Queue is Greater than or Equal to 1 agent 

    AND

    Estimated Wait Time of Email Queue is Greater than 0 seconds

    THEN

    Route to available agents in Group.

    I saved the data and then went to the analytics workspace. I could see some of the agents in the group sit idle while the emails continued to hold and build. Some of the agents remained idle for several minutes and never received an email. All agents have the skills at the highest level to receive interactions.

    Can someone tell me if I have the rule set up incorrectly or if I am misunderstanding how this is supposed to work? I am looking for a way to avoid have our managers move people in and out of the queues all day long and maximize the agent performance by not letting sit idle if there is work to be done. 

    Thanks in advance.

    Corey Lanier

    #conditionalgroupactivation

    #CGA

    #Routing


    #Routing(ACD/IVR)

    ------------------------------
    Corey Lanier
    Shaw Industries Group, Inc.
    ------------------------------


  • 2.  RE: Conditional Group Activation Help Needed.

    Posted 8 hours ago

    Hi Corey,

    From my understanding, the key detail might be here:

    "The 5 agents in the group are deactivated in the email queue."

    CGA controls which agents or groups are eligible for routing, but it doesn't override the agent's activation status on the queue.

    So even if your rule is triggering and the group is being activated, if those agents are still deactivated on the Email Queue, they won't receive any interactions.

    You would need those agents to be active on the Email Queue for CGA to work as expected, and then CGA can control when they are included based on your conditions.

    From the documentation:
    Conditional Group Activation overview

    Hope this helps



    ------------------------------
    Phaneendra
    Technical Solutions Consultant
    ------------------------------

    Original Message


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