In this case you would need to first extract the metrics you are interested in. For example create a PureCloud Data Action to perform a Queue Query. Once you have the results then you would perform a logical comparison, e.g. if Agents Logged In = 0, and based upon this result determine if you want to send an automated response or not.
I would not recommend sending auto replies in only some cases do not recommend using a metric as Logged In. I think it is important to have a consistent behavior. If you want to send an auto reply then perhaps you should look at the hours which the contact center is open and only sending the auto response if after hours. I'm also concerned about the customer/user experience. If a user receives an auto response/acknowledgement the first time they send in an email but 2 weeks later if they send in an email and there is no automated reply (because the queue is staffed and the email will be addressed) then the user will likely think that the email did not go through properly and the next thing they will do is pick up the phone and call into the contact center.
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Don Huovinen
Genesys - Employees
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Original Message:
Sent: 01-28-2019 15:13
From: Gladys Galabay
Subject: Send automatic replay when there are not available agents in inbound mails
Thanks Don, yes I have worked with auto replay but the client wants to evaluate the availability of agents to attend these interactions.
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Gladys Galabay
High Telecommunications Sociedad de Telecomunicaciones Cia. Ltda.
Original Message:
Sent: 01-28-2019 14:42
From: Don Huovinen
Subject: Send automatic replay when there are not available agents in inbound mails
Yes. You can use Automated Replies within PureCloud. You can perform additional logic such as looking at staffing of queues however email in not considered a real-time interaction and as there may be a delay in crafting the response if you are using Automated Replies then I tend to see them used more consistently rather than varying the response based upon the number of agents currently available.
More information on automated replies is available at - Inbound email flows overview - PureCloud Resource Center
Cheers,
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Don Huovinen
Genesys - Employees
Original Message:
Sent: 01-28-2019 14:25
From: Gladys Galabay
Subject: Send automatic replay when there are not available agents in inbound mails
In inbound email: is possible validate the available of the agents and If there are not availables agents on the queue, Purecloud could send the automatic auto replay
#Routing(ACD/IVR)
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Gladys Galabay
High Telecommunications Sociedad de Telecomunicaciones Cia. Ltda.
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