cancel
Showing results for 
Search instead for 
Did you mean: 
cancel
Announcements

Community Helping Community

971
Views
0
Helpful
12
Replies
Highlighted
Beginner

UCCE Queue to skill group node consider If

Hello,

I have 3 skill groups I would like to route calls to based on calls in queue. 

Credit.General

Credit.Specialist

Credit.TeamLead

I would like all calls to queue for Credit.General by default and only consider the other 2 skill groups if there are 3 or more calls in queue.  These are the consider if statements I have in lines 1, 2, and 3 of the queue to skill group node

1             SkillGroup.Credit.General.SG.LoggedOn>0

2             SkillGroup.Credit.Specialist.SG.LoggedOn>0&&SkillGroup.Credit.General.SG.CallsQueuedNow>3

3             SkillGroup.Credit.TeamLead.SG.LoggedOn>0&&SkillGroup.Credit.TeamLead.SG.CallsQueuedNow>3

Please let me know where I went wrong

12 REPLIES 12
Collaborator

That's looks fine, but

That's looks fine, but remember once you cross that SG node you have to go back and try to queue to any SGs which didn't meat the consider if at first. ICM doesn't keep in memory the consider if and wait for those conditions to be met, your scripting has to do that.

david

Beginner

After the SG node it runs an

After the SG node it runs an external script (hold music), I have it come back to the script to make sure the call center hasn't closed with some "If" statements...at that point I should have it hit the same SG node to see the consider if statements have been met, as in 3 or more calls in queue? before continuing the hold music correct?

Collaborator

Don't go over the same SG

Don't go over the same SG node, create a new one which only have your SGs and the consider if.

david

Beginner

I have uploaded a screen shot

I have uploaded a screen shot.  in the second Queue to SG node do I need just the 1 consider if statement, or do I need the original consider if found in the top queue to SG node also?

Collaborator

Depends on what you're trying

Depends on what you're trying to accomplish. A 1 will queue the General calls to Specialist. A consider if calls in Q for General> 3 will only queue specialist when calls in General are greater than 3. Does that make sense?

david

Beginner

I was wondering if that is

I was wondering if that is how it would work...I think I have it messed up by looking for calls queued for a specialist is >3...

The desired result is Q to General first, if there are 3 calls Q'd for General consider a specialist.

So the first Q to SG node should be General SG logged on >0

The 2nd q to SG node should have the following lines

SkillGroup.Credit.General.SG.LoggedOn>0

SkillGroup.Credit.Specialist.SG.LoggedOn>0&&SkillGroup.Credit.General.SG.CallsQueuedNow>3

or should it just have this?

SkillGroup.Credit.Specialist.SG.LoggedOn>0&&SkillGroup.Credit.General.SG.CallsQueuedNow>3

Collaborator

You should not have a

You should not have a consider if for General, just do 1. That way calls will always queue to General. Then for Specialist do SkillGroup.Credit.General.SG.CallsQueuedNow>3

david

Beginner

I now have a single Q to SG

I now have a single Q to SG node. See attached.

Collaborator

That looks good. david

That looks good.

david

Beginner

It's still not working.  I

It's still not working.  I attached a screenshot.  Let me know what I am missing please.

Contributor

It depends on your issue and

It depends on your issue and your configuration, but you might want to look at using RouterCallsQNow as the value instead of CallsQueuedNow.

Beginner

By not working I mean it is

By not working I mean it is not selecting a credit specialist when there are 3 or more calls in queue.  I will try making the change you mentioned.

CreatePlease to create content
Content for Community-Ad
FusionCharts will render here