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Is a If clause possible within a "que to skillgroup" ?

Hi out there,

I have a script wich sends the caller to a "que to skillgroup"-object, plays music and repeats until an agent is available.

Now i have to change so that after the music is played i check if an agent in an other skillgroup is available and if yes to send him to this agent.

Now ißm not shure if the way i think about is generally possible:

"queue to skillgroup-> set promp/music-> play prompt/music-> "if laa other skillgroup==1 true: cancel queueing -> set new calltype-> send to agent false:use a line connector to jump to the play prompt/music.

Is it generally possible to set an if-clause for a call wich is queued?

greetings

Chris

2 REPLIES

Re: Is a If clause possible within a "que to skillgroup" ?

Yes, the queue to skillgroup node has a consider if clause which allows you to consider X skill group if laa = 1. One small change I would do is I would not dequeue the call form the first skill group, the reason being that it's possible (but rare) that even though the LAA = 1, in that split second that agent becomes busy and now your call has been removed from the previous queue and is only queued to the second skill group.

david

New Member

Re: Is a If clause possible within a "que to skillgroup" ?

Thanks for your reply!!

I will implement it and see how it works.

greetings

Chris

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