help on script - thread 959-829455 revisited.

[ipeology]

scenario:
1. all calls coming from 1 cdn will be equally distributed to two groups of agent. say Call #1,3,5,... to Group #1 and Call #2,4,6,... to Group #2.
2. but eventually at the end of the day they will have equal amount of answered calls.

i have this sample script, that i think will work.??? but im not sure how to do the scripts when there are calls on queue. on how to equally distribute it to the two groups.

IF Answered Call Count SKILLSET Sk_A = 0 THEN
QUEUE TO SKILLSET Sk_A
END IF

IF Answered Call Count SKILLSET (Sk_A = Sk_B) THEN
QUEUE TO SKILLSET Sk_A
END IF

IF Answered Call Count SKILLSET (Sk_A > Sk_B) THEN
QUEUE TO SKILLSET Sk_B
ELSE
QUEUE TO SKILLSET Sk_A
END IF


also,i am not sure how to do this using variables. can anybody send some sample script?

 

[Jay2003]

Hi

I would suggust adding a call presentation class, Say "Inbound1", You can then adjust this to fisrt - last - most idle agent etc.

On the skilset side add a priority to agent 1-3-5 or say 1, Add agents 2-4 to P2 then queue the call to a skillset with a priority level.

Come offline and drop me a mail.

Jason