Author Topic: Reserve agents for other media  (Read 143 times)

Offline vma

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Reserve agents for other media
« on: April 17, 2019, 11:39:30 PM »
Hi all,
 Have any of you faced the requirement where a specific number of agents must always be kept ready for voice interactions when delivering emails?
 Example: when an email comes in, it must routed only is more than 3 agent are ready. This way there are always 3 agents available for any voice calls that may come in. The customer doesn't want 3 specific agent that don't have email roles. I t could be any of them as long as there are 3.

 I have tried using SetTargetThreshold function in IRD but once the threshold is being met a race condition happens and more emails are being routed. Behaves like parallel routing although I know URS is not multi threaded. I have tried two steps routing with SelectDN but in this scenarion the FIFO is lost as emails are always coming out of the queue to check the threshold.
 Any idea how to achieve this?

Thank you,
Mihai

Offline terry

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Re: Reserve agents for other media
« Reply #1 on: April 18, 2019, 08:01:20 AM »
What threshold expression SetTargetThreshold use?