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How to select the queue having the agent with the longest time since last interaction when there are 2 queues.

  • 1.  How to select the queue having the agent with the longest time since last interaction when there are 2 queues.

    Posted 07-12-2022 05:12
    Hello,

    Let's suppose there are 2 queues and each queue has 5 agents who have all of the required skills.
    If a call is routed to any queue of them, I expect a call will be distributed to the (idle) agent with the longest time since last interaction in the queue.
    Now I have a question.
    -> In Architect, is there any way to know whice queue has the (idle) agent with the longest time since last interaction in 2 queues (10 agents in total).
    Is there any idea for this?

    Best regards,
    SK

    #Routing(ACD/IVR)

    ------------------------------
    Sunkyoon Jang
    Ablecom. Co. LTD
    ------------------------------


  • 2.  RE: How to select the queue having the agent with the longest time since last interaction when there are 2 queues.

    Posted 07-13-2022 03:57
    you could probably create a data action and then write it into a variable.  I dont really understand what you are trying to achieve though

    ------------------------------
    Andy Jackson
    Ten Lifestyle Management Limited
    ------------------------------



  • 3.  RE: How to select the queue having the agent with the longest time since last interaction when there are 2 queues.

    Posted 07-13-2022 05:11
    Dear Andy,

    I agree we need to create a data action that invoke API. 
    And what I want to know is which API I need to invoke for calculating the (idle) agent with the longest time since last interaction.
    Because I can't find the information from APIs about the time since last interaction yet.
    Do you have any idea?

    Best regards,
    SK



    ------------------------------
    Sunkyoon Jang
    Ablecom. Co. LTD
    ------------------------------



  • 4.  RE: How to select the queue having the agent with the longest time since last interaction when there are 2 queues.

    Posted 07-13-2022 05:19

    It would be /api/v2/routing/queues/

     

    I use a similar action to get a count of idle agents using this

     

    /api/v2/routing/queues/${input.QUEUE_ID}/members?skills=$esc.url(${input.SKILL})&routingStatus=${input.ROUTING_STATUS}&joined=true which gives this

     

     

    So your output contract would have to reflect the data you need (username and startTime) then you would have to work out how to get lowest startTime in the flow

     

    Thanks

     

    Andy Jackson

     

    Telecoms Specialist

     

    Email: andyjackson@tengroup.com

    Desk: +44 (0) 2070505160

    Online: tengroup.com

    We're hiring: tengroup.com/careers

     



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  • 5.  RE: How to select the queue having the agent with the longest time since last interaction when there are 2 queues.

    Posted 07-15-2022 00:57
    Dear Andy,

    Thanks a lot for your help.
    It was great idea and will help us to find the agent in idle status the longest.

    But I still have a question.
    I also need to find the way for calculating the idle agent with the longest time since last interaction.
    Because there are some differences between the agent in idle status the longest and the idle agent with the longest time since last interaction.

    For example, there are two agents (A, B) in a queue.
    1. A and B went on-queue.
    2. A answered and disconnected a call and went on-queue.
    3. B answered and disconnected a call and went on-queue.
    4. A went off-queue and went on-queue.
    At this stage, I think,
    - the idle agent with the longest time since last interaction : agent A
    - the agent in idle status the longest : agent B
    --> The way you advised me might be for finding agent B. But I still need to find a way for agent A.

    Please let me know if you need more explanation.
    Best regards,

    SK



    ------------------------------
    Sunkyoon Jang
    Ablecom. Co. LTD
    ------------------------------



  • 6.  RE: How to select the queue having the agent with the longest time since last interaction when there are 2 queues.

    Posted 07-15-2022 05:44

    If you do a flow start time and then the variable off the data action, you could do a decision if flow start time and AGENT A is greater (or whichever way around) flow time start and AGENT B it may be 2 decsions

     

    Something like that may work.

     

    What are you actually trying to do as the ACD function would route to the longest available anyway

     

     

    Thanks

     

    Andy Jackson

     

    Telecoms Specialist

     

    Email: andyjackson@tengroup.com

    Desk: +44 (0) 2070505160

    Online: tengroup.com

    We're hiring: tengroup.com/careers

     



    Disclaimer

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  • 7.  RE: How to select the queue having the agent with the longest time since last interaction when there are 2 queues.

    Posted 07-15-2022 05:44

    Are you trying to get the agent that has been working least? Out of A and B

     

     

    Thanks

     

    Andy Jackson

     

    Telecoms Specialist

     

    Email: andyjackson@tengroup.com

    Desk: +44 (0) 2070505160

    Online: tengroup.com

    We're hiring: tengroup.com/careers

     



    Disclaimer

    The information contained in this communication from the sender is confidential. It is intended solely for use by the recipient and others authorized to receive it. If you are not the recipient, you are hereby notified that any disclosure, copying, distribution or taking action in relation of the contents of this information is strictly prohibited and may be unlawful.

    This email has been scanned for viruses and malware, and may have been automatically archived by Mimecast Ltd, an innovator in Software as a Service (SaaS) for business. Providing a safer and more useful place for your human generated data. Specializing in; Security, archiving and compliance. To find out more Click Here.






  • 8.  RE: How to select the queue having the agent with the longest time since last interaction when there are 2 queues.

    Posted 07-18-2022 05:38
    Dear Andy,

    What does 'working least' mean? Could you let me know which metric or API is used?
    Thank you and best regards,

    SK

    ------------------------------
    Sunkyoon Jang
    Ablecom. Co. LTD
    ------------------------------



  • 9.  RE: How to select the queue having the agent with the longest time since last interaction when there are 2 queues.

    Posted 07-18-2022 05:52

    Hi

     

    Idle the longest, I have no idea how you are going to get that to be honest, it will be a data action to give you the names (I think it's a limit of 25) but you would then have to build some sort of calculation around the attribute to give you the ID, it might be a loop x 25 to find the oldest time

     

     

    Thanks

     

    Andy Jackson

     



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    The information contained in this communication from the sender is confidential. It is intended solely for use by the recipient and others authorized to receive it. If you are not the recipient, you are hereby notified that any disclosure, copying, distribution or taking action in relation of the contents of this information is strictly prohibited and may be unlawful.

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  • 10.  RE: How to select the queue having the agent with the longest time since last interaction when there are 2 queues.

    Posted 07-18-2022 06:04

    Why don't you just let the ACD work it out?

     

    It will route to the person that's been least busy

     

     

    Thanks

     

    Andy Jackson

     

    Telecoms Specialist

     

    Email: andyjackson@tengroup.com

    Desk: +44 (0) 2070505160

    Online: tengroup.com

    We're hiring: tengroup.com/careers

     



    Disclaimer

    The information contained in this communication from the sender is confidential. It is intended solely for use by the recipient and others authorized to receive it. If you are not the recipient, you are hereby notified that any disclosure, copying, distribution or taking action in relation of the contents of this information is strictly prohibited and may be unlawful.

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  • 11.  RE: How to select the queue having the agent with the longest time since last interaction when there are 2 queues.

    Posted 07-18-2022 22:29
    Dear Andy,

    Yes ACD works well but we need to find more detailed way for some purposes.
    Thanks a lot for your help.
    Best regards,

    SK

    ------------------------------
    Sunkyoon Jang
    Ablecom. Co. LTD
    ------------------------------



  • 12.  RE: How to select the queue having the agent with the longest time since last interaction when there are 2 queues.

    Posted 07-19-2022 04:15

    What about using preferred agent lookup?

     

     

    Thanks

     

    Andy Jackson

     

    Telecoms Specialist

     

    Email: andyjackson@tengroup.com

    Desk: +44 (0) 2070505160

    Online: tengroup.com

    We're hiring: tengroup.com/careers

     



    Disclaimer

    The information contained in this communication from the sender is confidential. It is intended solely for use by the recipient and others authorized to receive it. If you are not the recipient, you are hereby notified that any disclosure, copying, distribution or taking action in relation of the contents of this information is strictly prohibited and may be unlawful.

    This email has been scanned for viruses and malware, and may have been automatically archived by Mimecast Ltd, an innovator in Software as a Service (SaaS) for business. Providing a safer and more useful place for your human generated data. Specializing in; Security, archiving and compliance. To find out more Click Here.






  • 13.  RE: How to select the queue having the agent with the longest time since last interaction when there are 2 queues.

    Posted 07-19-2022 10:06

    I am also a little confused as to what you are trying to achieve / issue you are trying to solve here?

    The interaction will be routed to a queue. The ACD system will look at all the agents in that queue who are "On Queue", not on a call and, depending on the Queue config, have the required skills etc.

    If two agents are the same in terms of this, then it will ultimately boil down to who has been idle the longest. The fact that they are members of other queues (either separately or jointly) is irrelevant.

    Now, from your later comment, it looks like you want to consider any time spent "off-queue" as idle. If this is the case, you need to go to your ORG settings, Settings Tab and look at the "Routing includes Agent Presence" setting.

    HTH




  • 14.  RE: How to select the queue having the agent with the longest time since last interaction when there are 2 queues.

    Posted 07-21-2022 02:34
    Dear Andy, Paul,

    Thanks for your posting.
    And sorry for confusing you.
    Now I want to make the issue clear.

    -------------------------------

    I know if a call is entered into a queue, the ACD system will route the call to the agent with the longest time since last interaction (when "Routing includes Agent Presence" setting off).
    But my issue is regarding how to choose one target queue among several queues.
    Let's suppose there are 2 queues and each queue has 5 agents who have all of the required skills.
    Skills for these 2 queues are same because we divided these 2 queues only for organizational reasons.
    - queue#1 : agent A, B, C, D, E
    - queue#2 : agent F, G, H, I, J

    When a call is entered, we want to route a call to the (idle) agent with the longest time since last interaction in 10 agents (agent A ~ J)
    I know ACD can find the agent with the longest time since last interaction in a queue.
    But now we have to choose one queue first, before ACD route the call in the queue.
    Because there is not a native function for this, I made an idea of using data actions that invoke some API for gathering data about 'time since last interaction' by agent.
    If we can gather appropriate data, then we can calculate the agent with the longest time since last interaction with some logics in the Task.
    But until now I couldn't find a appropriate API for this. Which API's can I use for this?
    (Thanks to Andy, now I know the API to find the agent in idle status the longest. But, this API is not for gathering data about 'time since last interaction' by agent.)

    Thanks and best regards,
    SK

    ------------------------------
    Sunkyoon Jang
    Ablecom. Co. LTD
    ------------------------------



  • 15.  RE: How to select the queue having the agent with the longest time since last interaction when there are 2 queues.

    Posted 07-21-2022 04:06

    I have 1 queue and all of my DNIS point to that queue, then I drive everything on skills from the data table.

     

    Do your queues have to be separated? I run 650 inbound dnis on 1 queue but all having separate ann etc based on a data table

     






  • 16.  RE: How to select the queue having the agent with the longest time since last interaction when there are 2 queues.

    Posted 07-25-2022 09:28
    Dear Andy,

    Yes, we have to separate queues for customer reasons.
    Thank you for caring so much.

    Best regards,
    SK

    ------------------------------
    Sunkyoon Jang
    Ablecom. Co. LTD
    ------------------------------



  • 17.  RE: How to select the queue having the agent with the longest time since last interaction when there are 2 queues.

    Posted 08-02-2022 17:00
    To be honest, I'm not sure you can (although I'm sure someone will probably immediately tell you how to do it!)

    What do you do in the situation that all agents are busy? You have no idea which queue will get a free agent fist, so you could end up with a bunch of calls waiting in one queue when there are available agents available in the other.

    My recommendation is to have a single queue and see if you can figure out another solution for your reasons for having multiple queue.


  • 18.  RE: How to select the queue having the agent with the longest time since last interaction when there are 2 queues.

    Posted 08-03-2022 04:00
    I have a single queue and then just run it by skills.

    How many agents are you trying to look at, if its not too large you may be able to do something with a data actio0n and set the longest available as a preferred agent

    ------------------------------
    Andy Jackson

    ------------------------------



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