I am making a CCX install and i will like to have 2 service Q's. Q1 and Q2 8different agents). The Q1 has the trigger on it. If no Agents is taking the call after 90 sec i will like this call to be forwarded to Q2 on the Q2 Trigger or som other way.
I am testing this on the sample ICD script but i can figure out how to do this in the editor. pls. help
Attached is the sample icd script .
I would advise you to do the following:
-in the select ressource step: on the queued branch use the step:
get reporting statistic step. On this step, take the stat: current wait duration (see the script guides)
Once you have that data, just compare it to 90 and if it is greater, then use step:
redirect call to the other trigger.