what it is doing is taking the call type calls in queue now (number of calls currently in queue) and checking to see if it is less than or equal to 4 times the number of agents in those status's of the items listed.) It's going a little more in-depth than just saying, it's caller number X, so we'll call it an overload. It's checking certain agent states in that particular skillgroup.
I don't think it's possible for us to know exactly what he was thinking. Personally, the formula this person used, doesn't make a lot of sense, but ultimately it is a business decision. Ultimately, what you're checking is if you have 4 time more calls than agents who are ready.
are you asking HOW the formula is entered in the node? (properties of the node,etc...)
And yeah, the business decisions can be brutal.. there is about 100 different ways to acheive the same result. It isn't a clean as I would have done it - but like it was said above.. ultimately business decision.
Actually, (workready+worknotready+talkin+talkout+talkother) is a pretty typical formula used in ICM scripts that I see.
If you made decistion logic purely based on "logged in" that wouldn't be accurate. You may have 20 agents logged in, but none of them are available. Whoever programed this chose to use this formula as opposed to using Available agents for example.
I'm not able to access my old voice mail messages all of a sudden. The recording says something like 'the message is currently not available'. This has never happened before in all the years I have been using this system. I have t...