I’ve found many threads about it (and genesys documentation), but I’m still breaking my mind how I can do this. Can somebody explain me a a few simple words how to reach my goal?
I am creating a demo environment where I want to route calls to certain rules:
If service level > 80% and agent availability > 80%: normal priority
If service level > 80% and agent availability < 80%: increase waiting time (eg. from 60sec to 90sec)
If service level < 80% and agent availability > 80%: increase priority
If service level < 80% and agent availability < 80%: increase priority and waiting time
How can I determine the current SL so I can do whatever is necessary?