Hello. I am managing our multi-org setup and I want to implement a self-healing routing strategy. We have a problem where our main support queue hits a high abandon rate during lunch breaks. I want to build an Architect flow or a background process that automatically adds a ‘Backup Support’ skill to our sales agents if the abandon rate for the support queue exceeds ten percent. How can I monitor the abandon rate in real time and trigger a bulk update for agent skills via the API?
Hey. This is a classic capacity problem. I have seen our remote agents struggle with this.
You should not do this inside an Architect flow because the flow only knows about the current call. You need a separate worker script that polls the /api/v2/analytics/queues/observations/query endpoint for the ‘nAbandoned’ metric.
When you hit your threshold, you use the /api/v2/users/bulk endpoint to update the skills for your sales team. Just remember to remove the skills once the abandon rate drops!
As an admin for our on-premise Edge servers, I must warn you about the impact of bulk skill updates on the routing engine. If you update the skills for fifty agents at the same time, the Edge servers have to recalculate the routing table for every active call. This can cause a temporary spike in CPU and might even lead to one-way audio if the Edge is already under heavy load.
I recommend staggering your skill updates in smaller batches to protect your hardware performance.