Agent state for different medias - voice and email

Architect & Flows
1

StatAgentsAvailable and others statistics gives agent state without taking into account on which one media agent is logged in.
Is it possible to distinguish from voice strategy for ex.: when agent is ReadyForNextCall for voice and ready for email?
Or looking from other side how to know from voice strategy does agent loggedin with voice, only email or voice+email medias.

2

Most important how to know that agent logged in just with email media and not to try to route inbound voice to this agent?
I would appreciate for real help on this.

2 Likes
3

URS not going to route call if agent has no ready media for this call’s media - from all provided agents it will select only those who hase approporiate media as ready. So wright agent supposed to be selected automatcally.

If it is required to know agent readiness for media without attempt to route to the agent then as result the “concrete” way to do it can be just using SelectDN fiunction - it supposed to return ready for routing agent and if agent has no available media function will just quit on timeout.

If 8.1.1 URS is availabe then more “lightweight” alternatives exist:

  • function TargetState[‘Agent or place here’] - return all “availablity” information known to URS about the specified target.
  • Built-in statistic RStatTimeInReadyStateMedia - return time agent is ready for current interaction’s media (for agent/place groups it returns maximum
    availablity time among all agents from the group). ALso instead of Media part of this statistic name can be used name of media as it is defined in config server:
    RStatTimeInReadyStatevoice or RStatTimeInReadyStateemail. If agent is not ready for that media thhe 0 will be returned.
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4

Many thanks kubikle.

Where did You find info about RStatTimeInReadyStateVoice & RStatTimeInReadyStateEmail? I can’t find it nowhere:release notes, deployment, reference guides of URS 8.1

I see only RStatTimeInReadyStateMedia in IRD (CM) predefined statistics.

I am getting such situation when URS waits for some agent on target even only one agent logged on without voice media at all. I have managed Tserver option skiptarget with value loggedout and URS doesn’t wait in case of no logged agent at all.
I am using also comparing StatAgentsTotal > StatAgentsBusy in strategy to be sure that exist any loggedin and not in withdrawal agent.
But no one rule is able help in case of agent loggedin without voice.

1 Like
5

skip_targets set to logout up to my knowledge doesn’t take media into acount (for target selection to wait it is enough that agent to log in on any media).
Probably in this csase RStatTimeInReadyStateMedia is more suitable (to check it value for agent group or skill expression) and if 0 then set waiting time to 0 or skip entiry selection block at all. I see no need to use hardcoded media in statistic names (RStatTimeInReadyStateMedia supposed to select right media itself).
In any case media suffix in name of statistics (the RStat… ones) should be excatly as media defined in CME (case sensitive) like RStatTimeInReadyStateemail.