Queue question

[charles.elliott]

If agents are not logged into a specific queue, I need to immediately route this to another queue to take the calls. Best process to make this change?

[Chris Deren]

What system UCCX or UCCE?

I will assume UCCX for time being, if so simply use "get reporting statistics" to get current agents logged into that CSQ (CSQ IPCC Express object, Logged-in Resources field) and then use an if statement to see if it's >0, if so continue with this queue, otherwise route to other CSQ.

[charles.elliott]

Its UCCX. Thanks!

[Chris Deren]

OK, so are you good to go or need additional assistance?

[charles.elliott]

"get reporting statistics" is in uccx admin correct?

[Chris Deren]

Script editor under ACD branch, logic such this needs to be constructed in your script, here is link to script editor reference:

http://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_11_0/programming/guide/EditorSeriesVol2.pdf