03-30-2009 04:44 PM - edited 03-14-2019 03:52 AM
My customer needs to route the call one way if there are agents logged in but not ready, and another way if there are no agents logged in at all. Is there a way to script this in ICM 7.0?
Solved! Go to Solution.
03-30-2009 06:29 PM
You have a couple of different options. Using an IF node and the following:
SkillGroup.
or
SkillGroup.
Check help for details on how the above work.
david
03-30-2009 06:29 PM
You have a couple of different options. Using an IF node and the following:
SkillGroup.
or
SkillGroup.
Check help for details on how the above work.
david
04-01-2009 05:23 PM
Looks like that did it. Thanks very much
04-14-2009 11:07 PM
A little sidenote on using SkillGroup.
Turned out we had some agents that would just shut down the PC instead of logging off as per the Cisco recommended way. They would remain logged on until they had logged on again, and logged off the proper way (ofcourse the Supervisor Desktop would show the number of logged in agents, but their names would not be listed under "agents", it took me an hour to notice the "2" in the Agents column in the Team Skill Statistics Display :) ).
As this also has consequences for reporting, I created a script that e-mails the supervisor which agents didn't log off properly.
--bas
Discover and save your favorite ideas. Come back to expert answers, step-by-step guides, recent topics, and more.
New here? Get started with these tips. How to use Community New member guide