Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: sshrikant on June 09, 2015, 06:34:59 PM

Title: Route calls to agent who has answered minimum calls
Post by: sshrikant on June 09, 2015, 06:34:59 PM

Seemingly simple but having a hard time doing this. We are trying to route inbound calls to agents

Here are the rules -
1. Call should go to the highest skill available (we have a range from 1 to 5). We currently check with skill expression like - SkillName > 4
[b]2. If more than one agent is available at a skill level, call should go to the agent that has answered minimum number of calls since morning.[/b]

We have tried "StatAgentLoading", "StatCallsAnswered" etc. in the Selection block. None of them work. Genesys support is not much help either.

Hoping some one has done this before and can guide me.

Title: Re: Route calls to agent who has answered minimum calls
Post by: cavagnaro on June 09, 2015, 06:58:34 PM

Create a VAG with those skills, if not one already (simpler management) then Use on Target Block the Min value of CallInbound or whatever the name you have created on the IRD stats section.
If doesn't work post screenshots of what you are doing and respective URS/Statserver logs