I Want to know how can i achieve the below
I have created two Int Type Variable
Using Get Reporting Stat step..can i check if any agent is logged in to particular queue? i am trying to acheive this but of no use.
For e.g, i have 4 different departments and i am using different queue for each department(Q1, Q2, Q3, Q4. So i have different agents assigned to different CSQ.
Get reporting Stats, if i use below option..
Report Object --- Overall IPCC Express --
Field --- Total Contacts
Row Identifier -- (String Variable -- Var Name e.g (A_Brok_PF_Res_ID))
Result Statistic -- AgentStatus(It is int variable)
When i check the Agent Status.. undoubtly it check if any of the resource is logged in the ipcc or not, it works fine.
But its not helping me achieve what i want.
For E.g IF Agent2 is assigned to Q2 and if he is logged in but not ready. Using some mechanism it should route the call properly
I am using below for this
Report Object -- CSQ IPCC Express
Field - - Total Contacts and also tried..Logged in resources
Result Statistic - AgentStatus
Its not queueing the call since agent is not ready, its just transferring the cal to VM. VM is the option if there isnt any agent ready/logged in call should goto VM.
But agent is logged in and not ready, call should go to the queue. but its not.
Please help me dear friends..