08-28-2014 06:21 AM - edited 03-14-2019 01:48 PM
I need to guidance on skill based routing.
Current Setup
Agent HelpDesk Support
John 10 0
Bob 5 10
Issue (see attached snippet of script)
Bob is currently getting HelpDesk calls when there are support calls waiting. I need Bob only to get calls from the HelpDesk Queue if we have no waiting calls in the Support queue.
Any Advice would be helpful as I am new to scripting.
08-31-2014 11:57 AM
There are two scenarios when determining agent selection and Skill Competency Ratings only influence one of them (the one you're not facing). Let's recap:
So, if you want Bob to only receive HelpDesk_CSQ calls when there are no calls waiting in Support_CSQ then you'll need to define this inside the script and use simultaneous queueing. Here's an example:
Select Resource (HelpDesk_CSQ)
--Connected
----Goto End
--Queued
----Get Reporting Statistic supportCallersWaiting = Contacts Waiting in Support_CSQ
----If (supportCallersWaiting > 0)
------True
--------[normal queued loop goes here]
------False
--------Select Resource (Support_CSQ)
----------Connected
------------Goto End
----------Queued
------------[second queued loop here. be careful to keep your queued loops separate.]
In this scenario, it will put the caller into both CSQs if there are no callers waiting in Support_CSQ.
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