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.
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.
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?
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