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  • 1.  Eliminate Specific Agent From ACD Transfer

    Posted 08-27-2023 09:47
    No replies, thread closed.

    Is there a way to eliminate specific agents from the "Transfer to ACD" action in Architect Inbound Messaging flow based on certain conditions knowing that we cannot manipulate the skill-based routing?

    The use case is that if the current time for the conversation is within the last 30 minutes of the last handled agent shift schedule, we need to eliminate him from ACD routing.


    #ArchitectureandDesign
    #DigitalChannels
    #Routing(ACD/IVR)


  • 2.  RE: Eliminate Specific Agent From ACD Transfer

    Posted 08-28-2023 03:25
    No replies, thread closed.

    I had a workaround that I'm checking before the "Transfer to ACD" action if it's within the last 30 minutes of the agent shift, I can force off-queue the agent by changing his presence to Available but this has a drawback on status reporting and adherence. Any other suggestions??




  • 3.  RE: Eliminate Specific Agent From ACD Transfer

    Posted 08-29-2023 09:02
    No replies, thread closed.

    Could you remove the queue from the agent with a data action?



    ------------------------------
    Michael Lynch
    Ireland
    ------------------------------

    Original Message


  • 4.  RE: Eliminate Specific Agent From ACD Transfer

    Posted 08-29-2023 10:07
    No replies, thread closed.

    Hi Michael, this is also possible but in case I want to restore him back as nothing has been changed, what could be done then in this case?


    Original Message


  • 5.  RE: Eliminate Specific Agent From ACD Transfer

    Posted 08-29-2023 11:00
    No replies, thread closed.

    Maybe you could have a script run the API from a cron job/task scheduler that puts the agent  back on the queue at the start of everyday.

    Is it only 1 specific agent or is it all agents that yo are doing this for?



    ------------------------------
    Michael Lynch
    Ireland
    ------------------------------

    Original Message


  • 6.  RE: Eliminate Specific Agent From ACD Transfer

    Posted 08-30-2023 06:32
    No replies, thread closed.

    Hi Michael,

    It's actually for the last handled agent who has handled a WhatsApp messaging conversation that's returning (within the threading timeline).


    Original Message


  • 7.  RE: Eliminate Specific Agent From ACD Transfer

    Posted 08-29-2023 10:45
    No replies, thread closed.

    Forgive me, but I'm confused here...

    An Agent is either available to take interactions, or they are not. I cannot understand why you would want the Reports etc. to show them as "On-Queue", or in Adherence, when they are not?

    You mention Adherence, so I assume you are using WFM. I'm also concerned that what you propose will mess with that. When the system schedules an agent to be On Queue, it is because it has predicted that they will be needed to take interactions. If they are not available, then they are out of Adherence with respect to what WFM needs / expects in order to meet your SLAs.

    Or am I missing something here? 🤷‍♂️



    ------------------------------
    Paul Simpson
    Eventus Solutions Group
    ------------------------------

    Original Message


  • 8.  RE: Eliminate Specific Agent From ACD Transfer

    Posted 08-30-2023 06:41
    No replies, thread closed.

    You are absolutely right and it's more of a business decision here according to the capability we have. The case here is a bit customized LCA (Last Called Agent/Last Handled Agent) routing for returning WhatsApp messaging interactions which were disconnected due to no response from customers so when the customer replies back within the threading timeline of the interactions configured (24 hours here) we try to route him back to the last agent handled him.

    Actually, the business put a condition that if the returning interaction time is within the last 30 minutes of the last handled agent shift (getting it via WFM schedules APIs) then this agent shouldn't be considered in the routing and it should be routed to the queue for the other agents.

    Hope this clarifies my query here.


    Original Message


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