UCCX Transfer Call to Expert first

Posted Tue, 03/30/2010 - 1:45pm by Foldron

Hello,

I'm looking to update my support script to give priority to Expert first

The actual setting send the call to the most skilled agent, so if my best agents 9/10 and 10/10 are already on a call.  The system will send the call to a lower skilled agent 6/10

I would like the script to keep the call for 3 minutes on-hold, in case an Expert get available.  Before sending the call to a lower skilled agent.

I don't want to create another CSQ, since I would like to get only 1 report at the end of the month.

 

‹ Script verify mailbox extension Call consult Transfer to external numbers ›

UCCX Transfer Call to Expert

by gnisen - Apr 27 2010 - 8:28am

 Hi,

Maybe you could create a "Get reporting statistic" step, to verify if your two Experts are available before you do your Select Resource step.

If not ready, create a loop that checks them for maybe every 15s, and if someone of them gets ready in three minutes, do your Select resource.

If not ready in three minutes, do a select resource anyway to queue to a lower skilled agent.

Might solve your problem?

/Robin

Recommended Reading: