Dear Andy, Paul,
Thanks for your posting.
And sorry for confusing you.
Now I want to make the issue clear.
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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
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Sunkyoon Jang
Ablecom. Co. LTD
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Original Message:
Sent: 07-19-2022 10:06
From: Paul Simpson
Subject: How to select the queue having the agent with the longest time since last interaction when there are 2 queues.
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
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Paul Simpson
Sr. Cloud Partner
AAA Club Alliance Inc.
Original Message:
Sent: 07-19-2022 04:14
From: Andy Jackson
Subject: How to select the queue having the agent with the longest time since last interaction when there are 2 queues.
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Original Message:
Sent: 7/18/2022 10:29:00 PM
From: Sunkyoon Jang
Subject: RE: How to select the queue having the agent with the longest time since last interaction when there are 2 queues.
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
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Sunkyoon Jang
Ablecom. Co. LTD
Original Message:
Sent: 07-18-2022 06:03
From: Andy Jackson
Subject: How to select the queue having the agent with the longest time since last interaction when there are 2 queues.
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Original Message:
Sent: 7/18/2022 5:38:00 AM
From: Sunkyoon Jang
Subject: RE: How to select the queue having the agent with the longest time since last interaction when there are 2 queues.
Dear Andy,
What does 'working least' mean? Could you let me know which metric or API is used?
Thank you and best regards,
SK
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Sunkyoon Jang
Ablecom. Co. LTD
Original Message:
Sent: 07-15-2022 05:44
From: Andy Jackson
Subject: How to select the queue having the agent with the longest time since last interaction when there are 2 queues.
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Original Message:
Sent: 7/15/2022 12:57:00 AM
From: Sunkyoon Jang
Subject: RE: How to select the queue having the agent with the longest time since last interaction when there are 2 queues.
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
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Sunkyoon Jang
Ablecom. Co. LTD
Original Message:
Sent: 07-13-2022 05:19
From: Andy Jackson
Subject: How to select the queue having the agent with the longest time since last interaction when there are 2 queues.
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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Original Message:
Sent: 7/13/2022 5:11:00 AM
From: Sunkyoon Jang
Subject: RE: How to select the queue having the agent with the longest time since last interaction when there are 2 queues.
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
Original Message:
Sent: 07-13-2022 03:56
From: Andy Jackson
Subject: How to select the queue having the agent with the longest time since last interaction when there are 2 queues.
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
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Andy Jackson
Ten Lifestyle Management Limited
Original Message:
Sent: 07-12-2022 05:12
From: Sunkyoon Jang
Subject: How to select the queue having the agent with the longest time since last interaction when there are 2 queues.
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)
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Sunkyoon Jang
Ablecom. Co. LTD
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