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Position in queue for all topics

Position in queue for all topics

Position in queue for all topics

A taskflow has several topics and each agent can answer calls from all topics.
but when caller hears the position in queue the ipocc is telling the position in queue for their specific topic.
so while there may be number 1 in their topic, if there are calls in other topics.
the agent that is number 1 in there queue would still wait a long time to reach an agent.

Is it possibel to announce a position in queue for all topics?

(Same things for "c.positionInQueue" condition, when I use it in the "logic condition" fonction in a topic callflow, its calculated only for this topic, not for all)

Thank you all in advance for your help!

RE: Position in queue for all topics

c.positionInQueue only hold the position in the current topic as it wouldn't know how it would be positioned with calls in other topics.

You can calculate how many calls are in all the topics you wanna consider with a Logic action with q(?)[].callsInQueue to give an accurate position when the call enters the queue.
Other solution would be to have all the calls in the same topic and route to different Agent Groups depending on variables.

Which solution is best depends on the customers needs.

"Trying is the first step to failure..." - Homer

RE: Position in queue for all topics

What I need is to calculate the queue position of a call regarding the agent group. Same agent group is used in différents topic, and this position should check calls per same group in all topics.
How I can calculate this position?
Thank you

RE: Position in queue for all topics

Position in Queue is calculated on the Topic, no calls queue to the Agent Group, the are just sent there if there's a free agent.

"Trying is the first step to failure..." - Homer

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