I'm running IPCC express enhanced 5.0(2)SR2, and I'm trying to change an existing script.
I'm not that knowledgeable on scripts yet, but I am able to look and understand our current script.
My problem is our Call Center Open\Closed trigger is from an IF statement based on time of day.
I'm trying to set it up so that it's based on Agent status.
We're not a huge operation, but if the first Agent comes in 30 minutes late, it would be nice for callers to get the closed message until he signs in and is âreadyâ. So if all agents are âNot Readyâ the closed message will play, and if at least one agent is either âReadyâ or âtalkingâ, calls will be queued.
I'm not sure how to set that up. It seems like an IF statement to me, but I'm not sure about the syntax.
Can anyone point me in the right directions? Or maybe advice why this would be better or worse than my current time-of-day IF statement?
Thanks in advance
I'm sure there are several ways to do this, and I am no expert in this. If you always want customers to be queued when at least 1 agent is logged in, no matter what time of day it is, I would simply change the IF statement to queue if agents logged in >= 1. You can get the number of agents logged in using the Get Reporting Statistic. There is obviously more logic to it than that as if someone called during business hours and no one was logged in, you wouldn't want them to hear the business closed message etc.