Genesys Cloud CX

 View Only
Discussion Thread View
Expand all | Collapse all

How to select the queue having the agent with the longest time since last interaction when there are 2 queues.

  • 1.  How to select the queue having the agent with the longest time since last interaction when there are 2 queues.

    Posted 07-12-2022 05:12
    Hello,

    Let's suppose there are 2 queues and each queue has 5 agents who have all of the required skills.
    If a call is routed to any queue of them, I expect a call will be distributed to the (idle) agent with the longest time since last interaction in the queue.
    Now I have a question.
    -> In Architect, is there any way to know whice queue has the (idle) agent with the longest time since last interaction in 2 queues (10 agents in total).
    Is there any idea for this?

    Best regards,
    SK

    #Routing(ACD/IVR)

    ------------------------------
    Sunkyoon Jang
    Ablecom. Co. LTD
    ------------------------------


  • 2.  RE: How to select the queue having the agent with the longest time since last interaction when there are 2 queues.

    Posted 07-13-2022 03:57
    you could probably create a data action and then write it into a variable.  I dont really understand what you are trying to achieve though

    ------------------------------
    Andy Jackson
    Ten Lifestyle Management Limited
    ------------------------------



  • 3.  RE: How to select the queue having the agent with the longest time since last interaction when there are 2 queues.

    Posted 07-13-2022 05:11
    Dear Andy,

    I agree we need to create a data action that invoke API.
    And what I want to know is which API I need to invoke for calculating the (idle) agent with the longest time since last interaction.
    Because I can't find the information from APIs about the time since last interaction yet.
    Do you have any idea?

    Best regards,
    SK



    ------------------------------
    Sunkyoon Jang
    Ablecom. Co. LTD
    ------------------------------



  • 4.  RE: How to select the queue having the agent with the longest time since last interaction when there are 2 queues.

    Posted 07-13-2022 05:19

    It would be /api/v2/routing/queues/

     

    I use a similar action to get a count of idle agents using this

     

    /api/v2/routing/queues/${input.QUEUE_ID}/members?skills=$esc.url(${input.SKILL})&routingStatus=${input.ROUTING_STATUS}&joined=true which gives this

     

     

    So your output contract would have to reflect the data you need (username and startTime) then you would have to work out how to get lowest startTime in the flow

     

    Thanks

     

    Andy Jackson

     

    Telecoms Specialist

     

    Email: andyjackson@tengroup.com

    Desk: +44 (0) 2070505160

    Online: tengroup.com

    We're hiring: tengroup.com/careers

     



    Disclaimer

    The information contained in this communication from the sender is confidential. It is intended solely for use by the recipient and others authorized to receive it. If you are not the recipient, you are hereby notified that any disclosure, copying, distribution or taking action in relation of the contents of this information is strictly prohibited and may be unlawful.

    This email has been scanned for viruses and malware, and may have been automatically archived by Mimecast Ltd, an innovator in Software as a Service (SaaS) for business. Providing a safer and more useful place for your human generated data. Specializing in; Security, archiving and compliance. To find out more Click Here.






  • 5.  RE: How to select the queue having the agent with the longest time since last interaction when there are 2 queues.