@Robert Wakefield-Carl @Brian Allison - I have a follow up question, and your opinion on flow if you don't mind :)
I have a couple situations that I am using expression (ToInt(GetQueueEstimatedWaitTime(Call.CurrentQueue))/1000 == -1) . I have it in my in-queue call flow so it will allow for repeat checking.
My conundrum is, I have a need to check this in queue 1, and if 0 available, check queue 2 as well. If it sits in the "current queue" I won't see the second queue I am wanting to check.
So the flow would be, is skill 1 0 staffed? If yes, check skill 2, is skill 2 0 staffed? If yes, queue to 3rd skill. I can't stray from that for now as it's an implementation of a different platform. Is it better structure etiquette to transfer to a different call flow, or can you check within the call flow to another queue? The 3rd skill has it's own in-queue call flow I don't want to affect.
I hope that makes sense. Thanks in advance!
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Carron Klassen
Concentrix Solutions Corporation
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Original Message:
Sent: 06-07-2023 18:58
From: Brian Allison
Subject: Architect - Decision based on 0 logged in for the Queue or Skill
Rather than query for a specific user, you could use the analytics API to query the queue ( see attached Data Action)
Or you could used this expression ToInt(GetQueueEstimatedWaitTime(Call.CurrentQueue))/1000 == -1 in a decision node in Architect
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Brian Allison
Spark New Zealand Trading Limited
Original Message:
Sent: 06-07-2023 18:46
From: Carron Klassen
Subject: Architect - Decision based on 0 logged in for the Queue or Skill
@Robert Wakefield-Carl @Brian Allison could either of you elaborate on the Inputs for the Call Data Action inside Architect?
I was able to create the API and pull the user presence, and USER_ID is the input. But I want to check only the USER_ID in that queue. I only want to check for LoggedOff. So if all agents aree "loggedoff" i will send to message disconnect, and note queue. I'm not clear on what I need to put in for the input to check everyone in queue.
I appreciate the help, a long time telecom person minus the expressions :)
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Carron Klassen
Concentrix Solutions Corporation
Original Message:
Sent: 06-06-2023 12:27
From: Robert Wakefield-Carl
Subject: Architect - Decision based on 0 logged in for the Queue or Skill
New EWT data points are available, but if you are looking at actual staffing at that point in time, you need the data action as described in that post.
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Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com
Original Message:
Sent: 06-06-2023 12:12
From: Carron Klassen
Subject: Architect - Decision based on 0 logged in for the Queue or Skill
Hi all,
I am tooking for guidance on how to make a routing decision based on 0 staffed - which would basically mean not logged in for Genesys. Is there a simpler way?
I was looking through on this topic, and only see older posts and was hoping this was simplified later on. Thanks in advance.
https://community.genesys.com/digestviewer29/viewthread?GroupId=19&MessageKey=a3660a2a-3432-4f6a-85ea-51c739e6e9df&CommunityKey=bab95e9c-6bbe-4a13-8ade-8ec0faf733d4&tab=digestviewer
#ArchitectureandDesign
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Carron Klassen
Concentrix Solutions Corporation
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