Precision Queues and Unstaffed Condition

[k.garvey]

We are new to the use of Precision Queues.  We are wondering how an active Precision Queue can be defined so that it releases control if no one with that PQ's Attributes is still logged in (or other condition).  Of course, a PQ can be protected from an Unstaffed condition before it is invoked.  But we have occasions, unpreventable, that everyone logs out while calls are still in queue.

We tested this condition in training and found that a PQ does not relinquish control when no one is logged on.  We could preface every step with a Consider IF  (PQ.MyPrecisionQueue.LoggedOn > 1 ), but the final step cannot be qualified that way, correct?  

We have After-Hours logic we would like to run when no one is logged on, but the call must de-queue or be released from the original PQ to get there.   Is it the case that once you invoke a PQ, you must live with it until the call gets answered?

[Omar Deen · Accepted solution]

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@k.garvey wrote:

We have After-Hours logic we would like to run when no one is logged on, but the call must de-queue or be released from the original PQ to get there.   Is it the case that once you invoke a PQ, you must live with it until the call gets answered?

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Absolutely not. You can de-queue a PQ call the same as you would a SG call - place a Cancel Queue node in your routing script. In your case, you'd have a conditional check of agents logged in, and the result of that could hit a cancel queue node before sending it off elsewhere

[k.garvey]

Thanks!

[iptuser55]

Do you mens to have the agents logged in check   before you queue to a PQ step/node? 

[k.garvey]

No, I know we can avoid a PQ Node by checking the PQ.Agents.LoggedIn > 1 (or whatever) prior to the PQ. My question was what can be done AFTER the PQ Node was invoked, and I was told about a node that can Dequeue the call.
Thanks