CCX 12.5 limit call total for a QUEUE

[eva.giannelevigna]

We have 8 agent all assigned to 4 different queues.

For all 4 queue we want to limit to 2 the total call that can be managed (queued+talking) so only 2 agent can be busy for every queue.

We have 4 scripts (1 for every queue) in wich we have used "Get report statistics" to check the Contacts Waiting + Talking Resources for every queue but it doesn't work because the Talking Resources is global for all queues assigned to agent (so if we have 2 agent talking on queue1 we see 2 for queue2 too).

How we can retrive and check the specific queue on witch an agent is Talking?

Alternatively you can help on some other method to catch our goal?

[david.macias]

There's no out of the box way to see what queue the agent is talking on. If I understand your use case correctly you only want a maximum of two calls in queue right? You're going to need a total of 8 agents then each with 1 queue each. Then do a bunch of if checks to move the calls around to get to only 2 calls across all queues. Not the best way to do this. Can you explain further on why you only want 2 calls?

david

[eva.giannelevigna]

Thanks David.

We want a maximum of 2 total calls on a queue (waiting in queue + talking).

I try to better explain. In general for a new app/trigger we can limit the maximum number of waiting calls but not the total calls (waiting+talking). We want to do it for limit the total calls that can arrive for a number and not saturate our lines/agents.

We've done it by script using the Get reporting statistics and the Contact Waiting and Talking resources parameters but if we have agent shared on multiple queues we can't retrieve the Talking resources in a specific queue so the parameter is global and not useful for our goal.

I've seen that in some report , like "Voice CSQ Agent Detail Report" the information about the specific queue in talking state is present but I don't know how to catch this information in the script.

I hope it is more clear now.

Thanks a lot,

Eva

[eva.giannelevigna]

Thanks David.

We want a maximum of 2 total calls on a queue (waiting in queue + talking).

I try to better explain. In general for a new app/trigger we can limit the maximum number of waiting calls but not the total calls (waiting+talking). We want to do it for limit the total calls that can arrive for a number and not saturate our lines/agents.

We've done it by script using the Get reporting statistics and the Contact Waiting and Talking resources parameters but if we have agent shared on multiple queues we can't retrieve the Talking resources in a specific queue so the parameter is global and not useful for our goal.

I've seen that in some report , like "Voice CSQ Agent Detail Report" the information about the specific queue in talking state is present but I don't know how to catch this information in the script.

I hope it is more clear now.

Thanks a lot,

Eva

[david.macias]

I can't think of any other way to do this than to track this outside of UCCX. When a call enters the queue you write to a DB with the queue name. When a call arrives to an agent you do the same. Before you queue the call you check total calls and route accordingly. This is a very edge case and goes against how a traditional call center functions.

david

[Elliot Dierksen]

You could create a session variable with the session key being the CSQ name. Then you could track things associated with the queue there without the need for an external database. I can't think exactly how to track calls where agents are talking. You might be able to get that from the get reporting statistic step.

[TomMar1]

With a Get Reporting Statistics Step, the Report Object of 'Overall IPCC Express' will show the value of 'Talking Resources" ie: all agents talking regardless of CSQ, whereas the 'CSQ IPCC Express' will show the value of 'Talking Resources" but only agents talking for a specific CSQ.

I think you would want to pull statistics Talking Resources from Overall IPCC Express, the value you would be all agents regardless of CSQ talking.