Notifications of No Agents Logged In

[Garrett Hensley]

We have times when as few as 1 agent may be logged in at a time. If for some reason the phone is logged out (whether by dropped connection, phone bug, or user error) we wouldn't know and the calls will just remain queued. One thought I've had is to transfer the call if a call is queued for a long time, but that could happen under normal conditions as well. We don't have the resources to monitor Finesse 24/7 so it would be cool if we could send a notification when there are no users logged in or if they are logged in and not ready.

Garrett

[Mike_Brezicky · Accepted solution]

For starters, I always add a conditional statement for my Select Resource Steps.

loggedinAgents = Get Reporting Statistic (Logged-in-Resource[CSQ] from CSQIPCC Express)
If (loggedinAgent < = 0)
TRUE
Perform function - You can do various steps here - place a call to supervisor, send an email, or get creative.
FALSE
Select Resource
~
For my slower queues, I tend to just redirect callers to a voicemail or call back script.

[Garrett Hensley]

@Mike_Brezicky that seems pretty easy and straightforward. I thought I read somewhere that you cannot send email in a script in UCCX, but I might be misinformed. Calling a supervisor would be sufficient though.

[Anthony Holloway]

In order to send an email from a script you either need a Classic UCCX Premium License or the newer Flex license (standard or premium, doesn't matter).

[Konstantin Vaksin]

You can call api, that will send e-mail

[Garrett Hensley]

Is there a similar function to check for "not ready" agents? This is a less common scenario, but wouldn't mind checking for that as well.

[Roger Kallberg]

Yes there is. Use the same step as Mike suggested with a different check of state. You’d want to check the state Not Ready.