ICM Queue to Skill Group by Shortest Available Agent (rather than LAA)

[jarrodknopfel]

As part of an unbiased control group for the training of a data model, I'd like to queue calls to a skill group based on the shortest available agent rather than the more standard longest available agent.  Also acceptable would be a truly random queue to agent regardless of their available time in the skill.

When building a formula in the Consider If field of the Queue to Skill Group node, there is no apparent built-in criteria to accomplish this.  Any ideas how to rig this up?

[Omar Deen]

There's probably a few ways to do this, I think you can use a Select Node and choose Custom, select the radial option of Select the target with the minimum value of: and in the formula editor, select your object type, object, and then variable... example, SkillGroup.CicsoCustCare.LongestAvailable. The variable here is what's important (LongestVariable). So if the Select Node does what it should, it should take the minimum value of the Longest Avail Agent and send it off to that target (skill group). The Select Node only works with Skill Group and Enterprise Skill Group nodes, not the Queue node.