overflow script based on agent availability and TOD

Posted Tue, 10/13/2009 - 9:46am by kfrazer

Hi all,

I'm looking for some scripting advice on the best way to add an overflow CSQ (subflow, i believe) to an existing script that will determine agent call routing based on time of day as well as if the normal resources assigned to the queue are inundated with calls. Basicaly trying to reduce abandoned calls while the customers are in queue and throwing more resources at the CSQ when needed. This will only be if the regular agent are bombarded with calls or if the time of day =x. Any help would be great or if anyone has any samples of similar scripts they have done. Thanks in advance!!

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ahannah's picture

overflow script based on

by ahannah - Oct 22 2009 - 11:04am

KFrazer,

Check out the sample scripts section here, if you go under Downloads UCCX 7.x Sample Scripts.  There are some scripts on here that handle queue-dequeue functionality that you are referring to.  Essentially what you are trying to do is dequeue the call from the original queue if no agents are available ( using the Get Reporting Statistic step ) to determine how many agents are available, etc.  Once the call has been dequeued you will requeue it to a second overflow queue that contains more agents.  Make sure to mark the call as handled or that will affect your reporting. 

Hope that gets you started,

Alex

overflow script based on

by kfrazer - Jan 8 2010 - 12:01pm

 Thanks Alex! This has been implemented and works very well. 

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