We implemented new SMS and web messaging flows and I'm looking into adding a way for the flow to check for all agent's availability and if none are available send a response saying "all agents are busy right now" type of message.

I'm still learning how to use Architect, and after doing some research, I've created a messaging queue flow. I started with a loop and used a Call Data action to check the specific queue. However, I'm having trouble formulating the correct expression to assess agent availability. Specifically, I want to check if the number of available agents is less than 1; if so, I'd like to trigger the response.

Any guidance or examples on how to structure this flow and expression would be greatly appreciated, ty.

#Routing(ACD/IVR)
#SystemAdministration
#CommunityVideos(TAM,QA,etc.)

------------------------------
Jean Lam
Vibrant Emotional Health
------------------------------

Hello Jean,

Message In-Queue flows have 2 different "flows".

Starting State is the flow that runs the first time the interaction enters the queue, and Recurring State runs after that in different intervals while the interaction is in queue.

If your goal is to have a queue message while the interaction is in queue, you don't need to check for available agents as the flow will run while it stays in queue, and when an agent becomes available it will alert that agent.

There are situations when you might wanna check this, for example to have a different message depending on On-Queue agents or number of interactions in queue.

------------------------------
Jan Heinonen
Contact Center Specialist
GlobalConnect AB

Original Message:
Sent: 10-08-2024 18:11
From: Jean Lam
Subject: Messaging and SMS in queue flow - How would I create a flow that checks if all agents are busy then send a response?

We implemented new SMS and web messaging flows and I'm looking into adding a way for the flow to check for all agent's availability and if none are available send a response saying "all agents are busy right now" type of message.

I'm still learning how to use Architect, and after doing some research, I've created a messaging queue flow. I started with a loop and used a Call Data action to check the specific queue. However, I'm having trouble formulating the correct expression to assess agent availability. Specifically, I want to check if the number of available agents is less than 1; if so, I'd like to trigger the response.

Any guidance or examples on how to structure this flow and expression would be greatly appreciated, ty.

#Routing(ACD/IVR)
#SystemAdministration
#CommunityVideos(TAM,QA,etc.)

------------------------------
Jean Lam
Vibrant Emotional Health
------------------------------

Hello Jan,

My goal is for the flow to check if all agents are busy then send a response saying "all agents are busy". How do I accomplish this? Thx.

Hello Jean,

Message In-Queue flows have 2 different "flows".

Starting State is the flow that runs the first time the interaction enters the queue, and Recurring State runs after that in different intervals while the interaction is in queue.

If your goal is to have a queue message while the interaction is in queue, you don't need to check for available agents as the flow will run while it stays in queue, and when an agent becomes available it will alert that agent.

There are situations when you might wanna check this, for example to have a different message depending on On-Queue agents or number of interactions in queue.

------------------------------
Jan Heinonen
Contact Center Specialist
GlobalConnect AB

Original Message:
Sent: 10-08-2024 18:11
From: Jean Lam
Subject: Messaging and SMS in queue flow - How would I create a flow that checks if all agents are busy then send a response?

We implemented new SMS and web messaging flows and I'm looking into adding a way for the flow to check for all agent's availability and if none are available send a response saying "all agents are busy right now" type of message.

I'm still learning how to use Architect, and after doing some research, I've created a messaging queue flow. I started with a loop and used a Call Data action to check the specific queue. However, I'm having trouble formulating the correct expression to assess agent availability. Specifically, I want to check if the number of available agents is less than 1; if so, I'd like to trigger the response.

Any guidance or examples on how to structure this flow and expression would be greatly appreciated, ty.

#Routing(ACD/IVR)
#SystemAdministration
#CommunityVideos(TAM,QA,etc.)

------------------------------
Jean Lam
Vibrant Emotional Health
------------------------------

Hello Jean,

As per Jan suggested, you can create an In-Queue Message flow and associated the same to 'Transfer to ACD' node in Inbound message flow. So whenever all agents are busy In-Queue message flow will accessed for queue treatment. Below is sample of simple In-Queue message flow.

Best Regards

Hello Jan,

My goal is for the flow to check if all agents are busy then send a response saying "all agents are busy". How do I accomplish this? Thx.

Hello Jean,

Message In-Queue flows have 2 different "flows".

Starting State is the flow that runs the first time the interaction enters the queue, and Recurring State runs after that in different intervals while the interaction is in queue.

If your goal is to have a queue message while the interaction is in queue, you don't need to check for available agents as the flow will run while it stays in queue, and when an agent becomes available it will alert that agent.

There are situations when you might wanna check this, for example to have a different message depending on On-Queue agents or number of interactions in queue.

------------------------------
Jan Heinonen
Contact Center Specialist
GlobalConnect AB

Original Message:
Sent: 10-08-2024 18:11
From: Jean Lam
Subject: Messaging and SMS in queue flow - How would I create a flow that checks if all agents are busy then send a response?

We implemented new SMS and web messaging flows and I'm looking into adding a way for the flow to check for all agent's availability and if none are available send a response saying "all agents are busy right now" type of message.

I'm still learning how to use Architect, and after doing some research, I've created a messaging queue flow. I started with a loop and used a Call Data action to check the specific queue. However, I'm having trouble formulating the correct expression to assess agent availability. Specifically, I want to check if the number of available agents is less than 1; if so, I'd like to trigger the response.

Any guidance or examples on how to structure this flow and expression would be greatly appreciated, ty.

#Routing(ACD/IVR)
#SystemAdministration
#CommunityVideos(TAM,QA,etc.)

------------------------------
Jean Lam
Vibrant Emotional Health
------------------------------

Hi Tinbin,

thank you for the example. Dumb question, how does the flow check for all agents busy and sends the call to the in queue flow?

Hello Jean,

As per Jan suggested, you can create an In-Queue Message flow and associated the same to 'Transfer to ACD' node in Inbound message flow. So whenever all agents are busy In-Queue message flow will accessed for queue treatment. Below is sample of simple In-Queue message flow.

Best Regards

Hello Jan,

My goal is for the flow to check if all agents are busy then send a response saying "all agents are busy". How do I accomplish this? Thx.

Hello Jean,

Message In-Queue flows have 2 different "flows".

Starting State is the flow that runs the first time the interaction enters the queue, and Recurring State runs after that in different intervals while the interaction is in queue.

If your goal is to have a queue message while the interaction is in queue, you don't need to check for available agents as the flow will run while it stays in queue, and when an agent becomes available it will alert that agent.

There are situations when you might wanna check this, for example to have a different message depending on On-Queue agents or number of interactions in queue.

------------------------------
Jan Heinonen
Contact Center Specialist
GlobalConnect AB

Original Message:
Sent: 10-08-2024 18:11
From: Jean Lam
Subject: Messaging and SMS in queue flow - How would I create a flow that checks if all agents are busy then send a response?

We implemented new SMS and web messaging flows and I'm looking into adding a way for the flow to check for all agent's availability and if none are available send a response saying "all agents are busy right now" type of message.

I'm still learning how to use Architect, and after doing some research, I've created a messaging queue flow. I started with a loop and used a Call Data action to check the specific queue. However, I'm having trouble formulating the correct expression to assess agent availability. Specifically, I want to check if the number of available agents is less than 1; if so, I'd like to trigger the response.

Any guidance or examples on how to structure this flow and expression would be greatly appreciated, ty.

#Routing(ACD/IVR)
#SystemAdministration
#CommunityVideos(TAM,QA,etc.)

------------------------------
Jean Lam
Vibrant Emotional Health
------------------------------

Essentially, the In-Queue flow gets called when the interaction does not immediately transfer to an agent. It does not transfer immediately to an agent because no agents ar3e available to take the interaction (hence, all agents are busy).

So, if the In-Queue flow runs, you know by inference that all agents are busy.

This is standard functionality for the ACD routing system, and how most everyone handles it - with a message in the In-Queue Message flow (whether for calls or messages).

Can you elaborate a bit more on the exact behavior you want? Some customers avoid transferring to the queue in the first place if, say, no agents are On Queue. Others just look for agents who are Logged In and Active on the queue.

What is your end goal?

Hi Tinbin,

thank you for the example. Dumb question, how does the flow check for all agents busy and sends the call to the in queue flow?

Hello Jean,

As per Jan suggested, you can create an In-Queue Message flow and associated the same to 'Transfer to ACD' node in Inbound message flow. So whenever all agents are busy In-Queue message flow will accessed for queue treatment. Below is sample of simple In-Queue message flow.

Best Regards

Hello Jan,

My goal is for the flow to check if all agents are busy then send a response saying "all agents are busy". How do I accomplish this? Thx.

Hello Jean,

Message In-Queue flows have 2 different "flows".

Starting State is the flow that runs the first time the interaction enters the queue, and Recurring State runs after that in different intervals while the interaction is in queue.

If your goal is to have a queue message while the interaction is in queue, you don't need to check for available agents as the flow will run while it stays in queue, and when an agent becomes available it will alert that agent.

There are situations when you might wanna check this, for example to have a different message depending on On-Queue agents or number of interactions in queue.

------------------------------
Jan Heinonen
Contact Center Specialist
GlobalConnect AB

Original Message:
Sent: 10-08-2024 18:11
From: Jean Lam
Subject: Messaging and SMS in queue flow - How would I create a flow that checks if all agents are busy then send a response?

We implemented new SMS and web messaging flows and I'm looking into adding a way for the flow to check for all agent's availability and if none are available send a response saying "all agents are busy right now" type of message.

I'm still learning how to use Architect, and after doing some research, I've created a messaging queue flow. I started with a loop and used a Call Data action to check the specific queue. However, I'm having trouble formulating the correct expression to assess agent availability. Specifically, I want to check if the number of available agents is less than 1; if so, I'd like to trigger the response.

Any guidance or examples on how to structure this flow and expression would be greatly appreciated, ty.

#Routing(ACD/IVR)
#SystemAdministration
#CommunityVideos(TAM,QA,etc.)

------------------------------
Jean Lam
Vibrant Emotional Health
------------------------------

Hi George,

This would be for a potential setup for handling web messaging failures. For instance, if the website hosting the chat goes down, we could implement an automatic response stating, "All agents are currently busy or unavailable."

I realize there's more to consider regarding web failures, but I'm interested in exploring the options we have to keep visitors informed during these situations. 

Essentially, the In-Queue flow gets called when the interaction does not immediately transfer to an agent. It does not transfer immediately to an agent because no agents ar3e available to take the interaction (hence, all agents are busy).

So, if the In-Queue flow runs, you know by inference that all agents are busy.

This is standard functionality for the ACD routing system, and how most everyone handles it - with a message in the In-Queue Message flow (whether for calls or messages).

Can you elaborate a bit more on the exact behavior you want? Some customers avoid transferring to the queue in the first place if, say, no agents are On Queue. Others just look for agents who are Logged In and Active on the queue.

What is your end goal?

Hi Tinbin,

thank you for the example. Dumb question, how does the flow check for all agents busy and sends the call to the in queue flow?

Hello Jean,

As per Jan suggested, you can create an In-Queue Message flow and associated the same to 'Transfer to ACD' node in Inbound message flow. So whenever all agents are busy In-Queue message flow will accessed for queue treatment. Below is sample of simple In-Queue message flow.

Best Regards

Hello Jan,

My goal is for the flow to check if all agents are busy then send a response saying "all agents are busy". How do I accomplish this? Thx.

Hello Jean,

Message In-Queue flows have 2 different "flows".

Starting State is the flow that runs the first time the interaction enters the queue, and Recurring State runs after that in different intervals while the interaction is in queue.

If your goal is to have a queue message while the interaction is in queue, you don't need to check for available agents as the flow will run while it stays in queue, and when an agent becomes available it will alert that agent.

There are situations when you might wanna check this, for example to have a different message depending on On-Queue agents or number of interactions in queue.

------------------------------
Jan Heinonen
Contact Center Specialist
GlobalConnect AB

Original Message:
Sent: 10-08-2024 18:11
From: Jean Lam
Subject: Messaging and SMS in queue flow - How would I create a flow that checks if all agents are busy then send a response?

We implemented new SMS and web messaging flows and I'm looking into adding a way for the flow to check for all agent's availability and if none are available send a response saying "all agents are busy right now" type of message.

I'm still learning how to use Architect, and after doing some research, I've created a messaging queue flow. I started with a loop and used a Call Data action to check the specific queue. However, I'm having trouble formulating the correct expression to assess agent availability. Specifically, I want to check if the number of available agents is less than 1; if so, I'd like to trigger the response.

Any guidance or examples on how to structure this flow and expression would be greatly appreciated, ty.

#Routing(ACD/IVR)
#SystemAdministration
#CommunityVideos(TAM,QA,etc.)

------------------------------
Jean Lam
Vibrant Emotional Health
------------------------------

Hi George,

This would be for a potential setup for handling web messaging failures. For instance, if the website hosting the chat goes down, we could implement an automatic response stating, "All agents are currently busy or unavailable."

I realize there's more to consider regarding web failures, but I'm interested in exploring the options we have to keep visitors informed during these situations. 

Essentially, the In-Queue flow gets called when the interaction does not immediately transfer to an agent. It does not transfer immediately to an agent because no agents ar3e available to take the interaction (hence, all agents are busy).

So, if the In-Queue flow runs, you know by inference that all agents are busy.

This is standard functionality for the ACD routing system, and how most everyone handles it - with a message in the In-Queue Message flow (whether for calls or messages).

Can you elaborate a bit more on the exact behavior you want? Some customers avoid transferring to the queue in the first place if, say, no agents are On Queue. Others just look for agents who are Logged In and Active on the queue.

What is your end goal?

Hi Tinbin,

thank you for the example. Dumb question, how does the flow check for all agents busy and sends the call to the in queue flow?

Hello Jean,

As per Jan suggested, you can create an In-Queue Message flow and associated the same to 'Transfer to ACD' node in Inbound message flow. So whenever all agents are busy In-Queue message flow will accessed for queue treatment. Below is sample of simple In-Queue message flow.

Best Regards

Hello Jan,

My goal is for the flow to check if all agents are busy then send a response saying "all agents are busy". How do I accomplish this? Thx.

Hello Jean,

Message In-Queue flows have 2 different "flows".

Starting State is the flow that runs the first time the interaction enters the queue, and Recurring State runs after that in different intervals while the interaction is in queue.

If your goal is to have a queue message while the interaction is in queue, you don't need to check for available agents as the flow will run while it stays in queue, and when an agent becomes available it will alert that agent.

There are situations when you might wanna check this, for example to have a different message depending on On-Queue agents or number of interactions in queue.

------------------------------
Jan Heinonen
Contact Center Specialist
GlobalConnect AB

Original Message:
Sent: 10-08-2024 18:11
From: Jean Lam
Subject: Messaging and SMS in queue flow - How would I create a flow that checks if all agents are busy then send a response?

We implemented new SMS and web messaging flows and I'm looking into adding a way for the flow to check for all agent's availability and if none are available send a response saying "all agents are busy right now" type of message.

I'm still learning how to use Architect, and after doing some research, I've created a messaging queue flow. I started with a loop and used a Call Data action to check the specific queue. However, I'm having trouble formulating the correct expression to assess agent availability. Specifically, I want to check if the number of available agents is less than 1; if so, I'd like to trigger the response.

Any guidance or examples on how to structure this flow and expression would be greatly appreciated, ty.

#Routing(ACD/IVR)
#SystemAdministration
#CommunityVideos(TAM,QA,etc.)

------------------------------
Jean Lam
Vibrant Emotional Health
------------------------------