Here is a screenshot, I have added you as a contact and am happy to send you my data action as an export
you need to build a few attributes to get the period you want to cover off and to capture the customers ANI
With this as the body
{
"interval": "${input.INTERVAL}",
"order": "desc",
"orderBy": "conversationStart",
"paging": {
"pageSize": 1,
"pageNumber": 1
},
"segmentFilters": [
{
"type": "and",
"predicates": [
{
"type": "dimension",
"dimension": "mediaType",
"operator": "matches",
"value": "voice"
},
{
"type": "dimension",
"dimension": "purpose",
"operator": "matches",
"value": "agent"
},
{
"type": "dimension",
"dimension": "ani",
"operator": "matches",
"value": "tel:${input.CustomerPhoneNumber}"
}
]
}
]
}
Andy
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Andy Jackson
Ten Lifestyle Management Limited
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Original Message:
Sent: 07-25-2023 10:04
From: Giuseppe Cisternino
Subject: Last agent lookup
Hi Andy,
we are looking this scenario for inbound calls, can you tell us how you configure the data actions to get the last agent?
Many thanks!
------------------------------
Giuseppe Cisternino
ComApp S.r.l
Original Message:
Sent: 02-27-2023 08:10
From: Andy Jackson
Subject: Last agent lookup
If anyone is interested and wants to do the same, I did manage to get this working
Data action - last agent on conversation
Data action - list skills for the agent
Flow - calculation, count skills from data action that match skill for incoming call (greater than maximum IVR options you have)
Decision that says use preferred or not
------------------------------
Andy Jackson
Ten Lifestyle Management Limited
Original Message:
Sent: 02-22-2023 08:58
From: Andy Jackson
Subject: Last agent lookup
Hi everyone, I wonder if someone can help
I have implemented a data action that gets the last agent that took a call from an ANI (last 30 days) and adds the agent GUID returned as the preferred agent. This works perfectly and as I want it to, but I have a situation where the last agent might have been moved away from that team and no longer has the skill and should not handle that call, but of course it will still route to them.
I have a data action that gets a list of skills for an agent, but how do I check that the agent has the skill in the flow or a data action. I don't seem to be able to tie that part together or I cant get it in my head how to query them.
Any help would be appreciated
Andy
#Routing(ACD/IVR)
------------------------------
Andy Jackson
Ten Lifestyle Management Limited
------------------------------