Consider if Statements in Unified CCE Administration

[Nathaniel.Greene]

Hello,

I'm looking for examples or a good starting point on how to draft formulas in the consider field for PQ steps. I don't have access to script editor but I Maintain all of the pq routing logic.  We are trying to achieve time of day or metric based routing due to we are 24 hour Contact center. Any help would be greatly appreciated.

[geoff]

You could certainly create a global variable configured through an admin script that partitioned the 24 hours of a day into "shifts" and use that in the consider if. You would have to get someone who does have access to script editor to set that up for you. That may be easier than you putting time() functions in the consider if, although that should also work.

When doing complex consider if coding it is very useful to have access to Script Editor to check the syntax in an "IF" node - drive a dummy call through with Call Tracer. If the logic works in an "IF" node, it should work in the PQ consider if. Without this you will be fumbling around a bit, because the only way to test is with live calls.

Can you describe in broad, abstract strokes what the goal of your routing is. I don't know what "metric based routing" is.

Regards,
Geoff

[Nathaniel.Greene]

So for the metric based routing, the idea behind it is to focus on variables relating to a pq specifically. Metrics we are looking at specifically would be based around Average Speed of Answer, or Service Levels MTD or Daily depending on the business segment for us. It's something we've discussed and would create more efficiency, but I'm not sure if that's a stretch or not. I'm also trying to gain access to script editor as we have been asking for these changes but have been waiting over a year, so getting some to make me an expression, who knows what the realistic timeline is unfortunately so I'm down to figuring something else out. I appreciate your response!

[geoff]

You are limited to metrics that are available through the real time memory of the Router. So something like Service Level Month to Date would not be possible. You should have access to all of these

PQ.MyPQ.AnswerWaitTimeTo5
PQ.MyPQ.ApplicationAvailable
PQ.MyPQ.Avail
PQ.MyPQ.AvailTimeTo5
PQ.MyPQ.AvgHandledCallsTalkTimeTo5
PQ.MyPQ.AvgHandledCallsTimeTo5
PQ.MyPQ.BusyOther
PQ.MyPQ.BusyOtherTimeTo5
PQ.MyPQ.CallsAbandDequeuedTo5
PQ.MyPQ.CallsAbandQTo5
PQ.MyPQ.CallsAbandToAgentTo5
PQ.MyPQ.CallsAnsweredTo5
PQ.MyPQ.CallsDequeuedTo5
PQ.MyPQ.CallsHandledTo5
PQ.MyPQ.CallsInProgress
PQ.MyPQ.CallsInQ
PQ.MyPQ.CallsOfferedTo5
PQ.MyPQ.HandledCallsTalkTimeTo5
PQ.MyPQ.HandledCallsTimeTo5
PQ.MyPQ.Hold
PQ.MyPQ.HoldTimeTo5
PQ.MyPQ.ICMAvailable
PQ.MyPQ.InterruptedTimeTo5
PQ.MyPQ.LoggedOn
PQ.MyPQ.LoggedOnTimeTo5
PQ.MyPQ.LongestCallInQ
PQ.MyPQ.NotReady
PQ.MyPQ.NotReadyTimeTo5
PQ.MyPQ.NumAgentsInterruptedNow
PQ.MyPQ.PercentUtilizationTo5
PQ.MyPQ.Ready
PQ.MyPQ.RedirectNoAnsCallsTo5
PQ.MyPQ.RoutedToAgentTo5
PQ.MyPQ.ServiceLevelCallsAbandTo5
PQ.MyPQ.ServiceLevelCallsDequeuedTo5
PQ.MyPQ.ServiceLevelCallsOfferedTo5
PQ.MyPQ.ServiceLevelCallsTo5
PQ.MyPQ.ServiceLevelRONATo5
PQ.MyPQ.ServiceLevelTo5
PQ.MyPQ.TalkingIn
PQ.MyPQ.TalkingOther
PQ.MyPQ.TalkInTimeTo5
PQ.MyPQ.TalkOtherTimeTo5
PQ.MyPQ.TalkTimeTo5
PQ.MyPQ.TransferInCallsTimeTo5
PQ.MyPQ.TransferInCallsTo5
PQ.MyPQ.TransferOutCallsTo5
PQ.MyPQ.WorkNotReady
PQ.MyPQ.WorkNotReadyTimeTo5
PQ.MyPQ.WorkReady
PQ.MyPQ.WorkReadyTimeTo5

Regards,
Geoff