Idle Agent Count Instrinsic Definition

[paulboss]

Can an idle agent be one that is logged in but in a 'Not Ready' state, or must the agent be strictly 'In Calls' and ready to take a call?

I want to add a second condition check to one of our scripts to check for an idle agent count greater than 0. If the condition is not met then the call would be routed to VM.

It's a very small skill set with only 2 or 3 agents logged in at a time. Sometimes they are all on long calls or all are in Not Ready, but the call continues to queue at the skill set, because it is viewed as not out of service.

Essentially what I want to end up with is If there are no agents immediately available to take the call, then just send it to VM.

Any help would be greatly appreciated. Thanks.

 

[Jeff325]

An Idle Agent is just what it sounds like - an agent is ready and waiting to take a call. An agent in not ready doesn't count.

 

[paulboss]

Thanks Jeff. I just wanted to make sure.