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Formulas in ICM

is it possible to build a formula that check's service level and then based on service level either routes call to an agent or just to a message?

For example: When a credit card is activated, we want our agents to do an 'upsell' afterwards (e.g. sell additional insurance or card features) but only if the service levels are good. If the service levels are bad, the customer would be routed to a “your card has been activated. Goodbye” type message.


Re: Formulas in ICM

Yes, something like that is possible, however I would reconsider your routing strategy. If it's more important to try and upsell why don't you queue them with a higher priority or have your best upsell agents handle these calls only and just a couple of the other type of calls.

In my experience any time you start changing routing based on SL, ASA, etc, things don't always work as expected due to spikes in calls, agents, etc.


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