Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  Dynamic Routing/Architect Prompts Based on Queue Activity

    Posted 08-22-2019 19:17
    No replies, thread closed.

    Hi guys, 

    We are looking into whether it is an option to dynamically change Architect prompts based on queue activity. 

    The context is having only one operator who speaks a certain language - we want to open a queue in that language, but it will only be available when that operator is and I'm unsure how to work around breaks/training slots/meetings etc without manually setting altered call routing during those slots. 

    It looks from this post in the developer forum (ACD queue routing based on if queue has agents logged in) and this post on the community (https://community.genesys.com/digestviewer29/viewthread?GroupId=19&MID=3039&CommunityKey=bab95e9c-6bbe-4a13-8ade-8ec0faf733d4&tab=digestviewer#bmbff60161-bffa-4846-855d-6c78786be13a) that this has not been possible in previous years. 

    Are there any updates on whether this functionality is in a future roadmap, or does anyone have any workarounds they are using in similar situations? 

    Thanks. 


    #Routing(ACD/IVR)

    ------------------------------
    Katie Brassell
    Compassion Australia
    ------------------------------


  • 2.  RE: Dynamic Routing/Architect Prompts Based on Queue Activity

    Posted 08-22-2019 19:35
    No replies, thread closed.
    Hi, Katie,

    There have been a few threads on Community within the past three months or so talking about using a PureCloud Data Actions action plus Data Tables to do something similar to what you are describing.  I don't have time to lay it all out today, but perhaps I will have time tomorrow. If someone else doesn't jump in first.​​

    ------------------------------
    George Ganahl GCP (PureCloud) ICCE CCXP
    Principal Technology Consultant
    Genesys
    ------------------------------



  • 3.  RE: Dynamic Routing/Architect Prompts Based on Queue Activity

    Posted 08-27-2019 16:24
    No replies, thread closed.
    Here is a thread that talks about something similar:

    https://community.genesys.com/digestviewer29/viewthread?MessageKey=24038465-a0ec-47e5-8d92-84e15ec6a317&CommunityKey=bab95e9c-6bbe-4a13-8ade-8ec0faf733d4&tab=digestviewer#bm24038465-a0ec-47e5-8d92-84e15ec6a317

    Basically, your Architect task would need to use an action named Call Data Action to call a Custom Action (configured in Admin>Integrations>Actions) that will look up the specific agent's availability using the PureCloud Data Actions integration. It is more specific than the scenario in the other thread, since you are looking to see if a specific user is on queue, but should not be too difficult (I have not tried setting it up to know for sure).

    It requires some knowledge of JSON to get it all set up.

    ------------------------------
    George Ganahl GCP (PureCloud) ICCE CCXP
    Principal Technology Consultant
    Genesys
    ------------------------------

    Original Message


Related Content