Checking queue staffing in OD

[bbcom]

I'd like to verify a skill has agents in it before queing the call to a skill. A compareble vector command in Elite would be "if staffed Agent in skill XX <1 then ...." The ultimate goal would route a call to a different skill or script if a queue is not staffed. Any thoughts on how to do this?

[phemming]

Several ways to achive, but recommended is to use OUT OF SERVICE intrinsic

[francisyates]

Several ways to achive, but recommended is to use OUT OF SERVICE intrinsic

As Paul mentioned, many ways of doing this, and it is a must. While Contact Center Elite allowed you to queue to a skillset that did not have any agents logged in to it, AACC will not allow you to queue when no agents are logged in, and thus you should always check to see if somebody is logged in. the most common one is the OUT OF SERVICE intrinsic

IF NOT OUT OF SERVICES Sales THEN
QUEUE TO SKILLSET Sales
ELSE
GIVE RAN 75 /* Out of service */
DISCONNECT
END IF



You could have also used something like..

IF LOGGED AGENT COUNT Sales > 1 THEN
QUEUE TO SKILLSET Sales
ELSE
GIVE RAN 75
DISCONNECT
END IF


The first example is the prefered method

[phemming]

Using LOGGED AGENT COUNT can be inconclusive as it is possible to put the Skillset into out-of-service or transition from Skillset configuration and still have agents logged in. (Example above should really be COUNT >= 1 or COUNT > 0)

It is also advisable to include a QUEUED check in any loops e.g.

IF NOT QUEUED THEN
IF NOT OUT OF SERVICE ...........

to cover the scenario where calls are in the queue and all agents log out.