Finding agent statistics before placing the call on a queue

[rasheed0308]

Hi

I'm a newbie to Cisco ICM scripting & routing and I want to be able to check the agent statistics i.e. number of available agents in a agent group before placing the call in a queue (target).

Can someone help me how to achieve this?
Any pointers in this regard is highly appreciated.

Thanks
Haroon

 

[werdcrime]

You should be able to accomplish this by using an "if" node with a formula that checks the statistic you want. For example: SkillGroup.PG#.CUSTOMER_SERVICE.Avail>0 would check for more than 0 available agents in that particular skill group.

There may be a better way than using an "if" node, but I'm not sure exactly what you're trying to accomplish.

The forumula editor in if, route select, queue, etc nodes can give you a good example of all the different statistics you can look at.