Best practice for adding agents based on queue stats

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Dec 10th, 2009
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I am looking for some guidance (sanity check really) on the best way for to add agent to a CSQ base on call statistics. Scenario: 20 agents logged in and ready. The first 15 agents take all the calls until the contacts waiting reaches 10, then and only then should the other 5 agents start taking calls.

I appreciate any help or sample scipts on this subject.

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Jonathan Schulenberg Fri, 12/11/2009 - 03:40
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    2017 IP Telephony

You cannot add agents to skills dynamically; however, you can queue the caller into more than one CSQ based on statistics. You would use the Get Reporting Statistics and an If step within the Queued branch of your first Select Resource step. If the condition is met (e.g. Contacts Waiting >= 10) then exectue a second Select Resource step within the queued branch of the first. The contact would then be waiting in both CSQs waiting for an agent.


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