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  • 1.  how to check agent available and transfer if agent not available

    Posted 11-30-2023 11:28

    I want to check if an agent is available. If the agent is not available, check another group of agents. If none are available, play a waiting sound and create a callback.


    #ArchitectureandDesign
    #Implementation

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    Nuttapong Limadisai
    G-Able Public Company Limited
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  • 2.  RE: how to check agent available and transfer if agent not available

    Posted 11-30-2023 12:22

    Hi Nuttapong,

    We use a custom data action to check the on-queue agent count and go from there. We're basically doing what is outlined here: How to find the number of agents logged in with a queue? - Data Actions - Genesys Cloud Developer Forum

    Seems a bit complex for your goal of Agent > Supervisor > Leader. Why not just Skill agents 5/5, then supervisors 3/5, leader 1/5 and use best available skills routing on the queue? Then you'd only have one queue + an in-queue flow that offers callbacks after your desired hold time.



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    Caleb Smith
    Interstate Gas Supply, Inc.
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    Original Message


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