Genesys Cloud - Main

Hi All,

Has anyone ever had to create a call flow where a call is in one queue and been waiting for X amount of time and if not answered, deliver it to another queue?

How is the best way to set this up?

Any assistance / examples would be appreciated.

Use an In-Queue flow. Set it up to play whatever you require to the customer for the desired period then transfer the call.

HTH

Hi All,

Has anyone ever had to create a call flow where a call is in one queue and been waiting for X amount of time and if not answered, deliver it to another queue?

How is the best way to set this up?

Any assistance / examples would be appreciated.

Thanks @Paul Simpson.

Understand that an In-Queue flow set up is required, but would it be a 'logical' task or something else after it's played what it needs to?  If a decision is required, any idea how to write the expression?

What we want to happen is if a call is waiting in one queue for 30 seconds as there is no one available, if there are available agents in another specified queue, we want it to transfer to that queue instead.

Use an In-Queue flow. Set it up to play whatever you require to the customer for the desired period then transfer the call.

HTH

Hi All,

Has anyone ever had to create a call flow where a call is in one queue and been waiting for X amount of time and if not answered, deliver it to another queue?

How is the best way to set this up?

Any assistance / examples would be appreciated.

I wouldn't use any form of decision. Just set the audio to play for 30 seconds, then transfer. If the call is not answered within the 30 seconds of audio play, then the transfer operation will be hit.

You can get a lot more creative, if you want to (like giving options for callbacks etc.) but what you are asking for is fairly straightforward.

Do be ware, however, that it will mess around with your statistics. Calls into the queue will show as having flowed out and any EWT etc. won't be accurate. Also, remember that any stats for calls answered in the second queue will be "off" by 30 seconds.

Thanks @Paul Simpson.

Understand that an In-Queue flow set up is required, but would it be a 'logical' task or something else after it's played what it needs to?  If a decision is required, any idea how to write the expression?

What we want to happen is if a call is waiting in one queue for 30 seconds as there is no one available, if there are available agents in another specified queue, we want it to transfer to that queue instead.

Use an In-Queue flow. Set it up to play whatever you require to the customer for the desired period then transfer the call.

HTH

Hi All,

Has anyone ever had to create a call flow where a call is in one queue and been waiting for X amount of time and if not answered, deliver it to another queue?

How is the best way to set this up?

Any assistance / examples would be appreciated.

Great points!  Thank you.

If we wanted a check to be done before the call is transferred to ensure there are agents available, how would we goi about that?

EG:
call comes into queue A
call waits in queue for 60sec
Logic checks if Queue B has agent available? if YES transfer - if NO stay in queue A until it is answered
then the process repeats itself every 60 seconds

I wouldn't use any form of decision. Just set the audio to play for 30 seconds, then transfer. If the call is not answered within the 30 seconds of audio play, then the transfer operation will be hit.

You can get a lot more creative, if you want to (like giving options for callbacks etc.) but what you are asking for is fairly straightforward.

Do be ware, however, that it will mess around with your statistics. Calls into the queue will show as having flowed out and any EWT etc. won't be accurate. Also, remember that any stats for calls answered in the second queue will be "off" by 30 seconds.

Thanks @Paul Simpson.

Understand that an In-Queue flow set up is required, but would it be a 'logical' task or something else after it's played what it needs to?  If a decision is required, any idea how to write the expression?

What we want to happen is if a call is waiting in one queue for 30 seconds as there is no one available, if there are available agents in another specified queue, we want it to transfer to that queue instead.

Use an In-Queue flow. Set it up to play whatever you require to the customer for the desired period then transfer the call.

HTH

Hi All,

Has anyone ever had to create a call flow where a call is in one queue and been waiting for X amount of time and if not answered, deliver it to another queue?

How is the best way to set this up?

Any assistance / examples would be appreciated.