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Last agent lookup

  • 1.  Last agent lookup

    Posted 02-22-2023 08:59

    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
    ------------------------------


  • 2.  RE: Last agent lookup
    Best Answer

    Posted 02-27-2023 08:11

    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
    ------------------------------



  • 3.  RE: Last agent lookup

    Posted 03-18-2023 09:43

    Hi Andy,

    im looking at implementing this for inbound emails, can you tell me how you setup your data action to get the last agent?

    cheers 



    ------------------------------
    Paul Smith
    Essential Data & Voice
    ------------------------------



  • 4.  RE: Last agent lookup

    Posted 03-19-2023 00:55

    All good, i worked it out 



    ------------------------------
    Paul Smith
    Essential Data & Voice
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  • 5.  RE: Last agent lookup

    Posted 03-20-2023 09:49

    Email should route to last agent anyway as its digital



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



  • 6.  RE: Last agent lookup

    Posted 03-20-2023 17:06

    Not when you are using email flow 



    ------------------------------
    Paul Smith
    Essential Data & Voice
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  • 7.  RE: Last agent lookup

    Posted 07-25-2023 10:05

    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
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  • 8.  RE: Last agent lookup

    Posted 07-25-2023 10:19

    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



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



  • 9.  RE: Last agent lookup

    Posted 07-26-2023 09:22