11-03-2008 07:14 AM - edited 03-14-2019 03:09 AM
Hi, I would like to know if this is possible and if someone has a sample on how to accomplish this.
I would like to do the following:
If a customer is waiting on a queue for more than 5 mins to transfer the call to a different queue if only the other queues have Agents on Ready Status. I would like the script to check the other queues for Agents Ready first before it transfers the call to that queue. Hope someone can help me, thanks.
11-03-2008 09:38 AM
Sure you can do this, simply use the Get Reporting Statistics step and check the "Ready Resources" object, store it as a local variable and perform IF statement to check if it's larger than 0, if so select that CSQ otherwise do whatver else you want with the call.
HTH,
Chris
11-03-2008 12:32 PM
Do you have an example? I am trying how to get the variable to look into CSQ2 and not the current CSQ1 it is on.
11-03-2008 01:06 PM
Under "Row Identifier" select the CSQ value of CSQ2 not CSQ1.
Chris
11-04-2008 11:23 AM
I only have CSQ value and my other contact queues do not appear, how do I tell which CSQ it is looking at? Sorry I am new at scripting. Thanks for your help.
11-04-2008 11:28 AM
OK, here is what to do in your script:
define varaibles:
string: CSQ1 == "name of the inital CSQ"
string: CSQ2 == "name of the second CSQ"
integer: intAgentsReady == 0
....
select resource (CSQ1)
queue
....
get reporting statistic (CSQ2, resrouces ready, intAgentsReady)
if intAgentsReady > 0
true
dequeue CSQ1
select resrouce (CSQ2)
...
false
....
HTH,
Chris
11-04-2008 12:29 PM
Thanks Chris, I think I got it. Now one more question please. I first want to check if the customer has been on hold for atleast 5 mins before i check the other CSQ, How would I define the variable to check if the customer has been on hold for atleast 5 mins?
11-04-2008 12:33 PM
Take a look at my previous post:
HTH, please rate all useful posts!
Chris
11-04-2008 01:16 PM
I think I got it, now when I select the Resource for CSQ2 i have the following
contact -> trigger contact
Routing TargetType -> Contact Service Que
CSQ Target -> CSQ2
Connect -> no
Timeout -> 12
resource selected -> _TmpRsrc1163171232265
Now the resource selected is the same as CSQ1, does that matter? Thanks Chris
11-04-2008 01:17 PM
no.
Chris
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