Hi!
I'm trying to set up a flow where the call gets routed to a specific agent group if the queue has X interactions waiting or more.
I have considered doing this with bullseye routing but the problem with that is that our Team Leader would have to change the skills a couple of times per day which will be problematic in the long run.
A better solution would be the ability to set up multiple on queue statuses connected to different skills but that doesn't seem to be possible.
So, the best approach I can come up with is the below solution, but I would need some help with an integration and I'm hoping someone here maybe has an answer.
The scenario is as follows.
We have 3 different groups that changes depending on time of day and manual scheduling:
Phone
Backup
Email
Phone is the standard one and should get calls as usual. Backup and email should however get calls when there is 8+ or 20+ calls in queue.
To make it as simple as possible we have created two separate queues for the groups so the agents can activate/deactivate by themselves.
We transfer the calls when the PiQ is 8+ but the problem is that the last call gets handled first since it's the one getting transferred. The solution I can think of is creating an action to get the amount of interactions waiting in queue and have a logic that looks at 8+ and PiQ 1 to transfer.
I have tried an API call with Postman where I managed to see the amount of waiting interactions but I have no idea how to set this up
as an action in integrations. I am by no means a developer and trial and error has been the way forward but I am now stuck.
Does anyone know how to set up an action in PureCloud with input queueId and output oWaiting?
#ArchitectureandDesign#Integrations------------------------------
Philip Hagenfeldt
Benify
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