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Silver

Agnet ready/busy

hi

just wanted to check with you guys your thoughts on this:

i need to configure my UCCX script so that if an agent is not ready (agent is not logged in or not available) to route calls to option x. now, if the agent is available (logged in) but busy on another call (reserved) to route calls to option y...

a way to check the status of the agent and route based on that.

thanks

1 ACCEPTED SOLUTION

Accepted Solutions

Re: Agnet ready/busy

If you are asking for a single Agent:

agent_state = Get Reporting Stats (Resource, State)

if (agent_state == 'Not Ready' || agent_state == 'Logged Out') {

     // Do something

} else {

     // Do something else

}

For many agents who service a queue:

logged_in_agents = Get Reporting Stats(CSQ, logged in resources)

not_ready_agents = Get Reporting Stats(CSQ, not ready resources)

potential_agents = logged_in_agents - not_ready_agents

if (potential_agents <= 0) {

     // Do something

} else {

     // Do something else

}

Anthony Holloway

Please use the star ratings to help drive great content to the top of searches.
3 REPLIES

Re: Agnet ready/busy

If you are asking for a single Agent:

agent_state = Get Reporting Stats (Resource, State)

if (agent_state == 'Not Ready' || agent_state == 'Logged Out') {

     // Do something

} else {

     // Do something else

}

For many agents who service a queue:

logged_in_agents = Get Reporting Stats(CSQ, logged in resources)

not_ready_agents = Get Reporting Stats(CSQ, not ready resources)

potential_agents = logged_in_agents - not_ready_agents

if (potential_agents <= 0) {

     // Do something

} else {

     // Do something else

}

Anthony Holloway

Please use the star ratings to help drive great content to the top of searches.
Silver

Re: Agnet ready/busy

thanks Anthony for ur response ...

i added the variable  logged_in_agents, not_ready_agents and potenial_agents as integers, so what should be the value (can i leave it 0 as default)?

for potenial_agents i couldn't insert logged_in_agents - not_ready_agents in the value field ...it keeps saying invalid identifier

could u just plz shed some light on that

many thanks

Silver

Re: Agnet ready/busy

ok i could resolve it .. i used a boolean variable called agent

so If the number logged in is less than or equal to 0 (<=) then set the boolean variable "agent" to false, otherwise set it to true.

so only one get reporting stats step then if step based on "agent" value whether true or fale

thanks

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