Virtual agent Scripts ?

Genesys Cloud Routing
1

Is it possible to , with a script for a virtual agent group, “call” for agents that is possisioned in a particular agent group.

to use maybee like this: existsinagentgroup ("ALL_Agents) ? or something like that?

2

? why not put those agents as first option on the target object?

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3

I dont think i understand what you ar saying =)

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4

If you want to target (distribute calls) on a VAG or Agent with a skill then in your targer Selection you could choose

type = skill
name = something like this EN_SK = 1 | IT_SK = 2

this will select the logged in Agent with Skill as per formula.

marco

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5

On target you normally put one object however you can add multiple of them, so in the target list you may have:

  1. Agent Group
  2. Virtual Agent Group

In this way Agent Group will be the first target, and if no agent available the Virtual Agent Group will be the selected one.

6

Great!

Thanks alot!

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