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

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

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

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 

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

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

All good, i worked it out 

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 

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

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

Email should route to last agent anyway as its digital

All good, i worked it out 

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 

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

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