To elaborate a bit on what Andy posted. We are working on a 'universal utilization label' which will enable customers to define a label/tag that can be applied to any conversation. Once applied, you will be able to say 'No more than X number of Blue conversations to an agent at any time.' (Where 'Blue' is the label.) In this way you could create a label for these specific conversations, apply it from Architect and then control how many go to agents in the queue you are targeting. As Andy pointed out - this is how we'll control queue level utilization as well. You will be able to create a label per queue you wish to control and add that to the conversation.
We're targeting delivery of this in Q1.
------------------------------
Chris Bohlin
Product Manager - PureCloud
------------------------------
Original Message:
Sent: 12-06-2022 04:10
From: Andy Jackson
Subject: Route voice calls to agents even when they are on chat/email
I believe there is an imminent release coming that means you can set utilization per queue, so this should work for you
------------------------------
Andy Jackson
Ten Lifestyle Management Limited
Original Message:
Sent: 12-02-2022 02:36
From: Siddhartha Chopdar
Subject: Route voice calls to agents even when they are on chat/email
How do I route voice calls to agents even though they are on chat/email interaction ?
How can I check the status of the agents in Architect flow and than route the call ?
Tried to make changes in priority of the Agent's Utilization but didn't help, is there a way in which we can implement this ?
#ArchitectureandDesign
#Implementation
------------------------------
Siddhartha Chopdar
Sabre GLBL Inc
------------------------------