Scripting "Age of Call"

[mattb025]

When scripting in symposium and using the commands
If age of call > 123 Then
queue to skillset XYZ
end if

I know that it is in seconds.
But does the time start when call comes into system or when call is queued to skillset?

 

[Milesprower]

Age of call is the time the call has been in the system, not the time the call has been queued.

 

[mattb025]

Ok, what about "Oldest Call

 

[x11tech]

OLDEST <skillset> (used to be OLDEST CALL) is skillset based, in other words the age is determined from when the call was queued to the skillset.

Depending on your version of Symposium, OLDEST might not work for you (but that's what they changed it to on Contact Center 6)

 

[mattb025]

Thanks for info x11tech. we are on ver 5, (moving to 6 this fall)
I think this is what I am looking for.
I tried "Age of call", but it does not seem to work all the time.

What we are tyring to do is to have a call enter a 2nd skillset after a period of time.

i.e.
If (oldest call AA) > 120
then
Queue to Skillset BB
end if

 

[mattb025]

Thanks for info x11tech. we are on ver 5, (moving to 6 this fall)
I think this is what I am looking for.
I tried "Age of call", but it does not seem to work all the time.

What we are tyring to do is to have a call enter a 2nd skillset after a period of time.