Workflow Action: Queue Data Component

Workflow Action: Queue Data Component

Overview

The Queue Data will return the following information based on one specific queue selected in this component:

  • The total number of Logged in agents from a specific queue.
  • The value will be stored in the variable: workitem.channelAvailability.loggedAgents
  • The total number of Available agents from the specified queue.
  • The value will be stored in the variable: workitem.channelAvailability.availableAgents
  • The estimated wait time a caller has been waiting in the queue.
  • The value will be stored in the variable: workitem.channelAvailability.voice.estimatedWaitTimeInSeconds
  • The total number of workitems in the queue.
  • The value will be stored in the variable: workitem.channelAvailability.workitems
  • The estimated wait time a chat workitem has been waiting in the queue.
  • The value will be stored in the variable: workitem.channelAvailability.chat.estimatedWaitTimeInSeconds
  • The estimated wait time a SMS workitem has been waiting in the queue.
  • The value will be stored in the variable: workitem.channelAvailability.sms.estimatedWaitTimeInSecond

The component can be used if you want to know, prior to entering the queue, if there are any agents logged in, available and/or the amount of time the caller or other workitems might be waiting prior to being routed to an agent. The Queue Data functionality can only accept one queue in the configuration of this workflow component.

NOTE: When using the queue data in the workflow, you must have the Real Time Data option enabled in the queue configuration for this to work properly.

Configuration Options

Name The name assigned to this component
Description Enter a description for the component
Condition Type If the condition returns true, then the Action will be performed. If condition returns false, then the Action will not be performed. If there is no condition specified, the Action will always be performed.
Queue Select the name of the queue from which the data should be collected from.

Click Here to Download Linked File

What’s a Rich Text element?

The rich text element allows you to create and format headings, paragraphs, blockquotes, images, and video all in one place instead of having to add and format them individually. Just double-click and easily create content.

Static and dynamic content editing

A rich text element can be used with static or dynamic content. For static content, just drop it into any page and begin editing. For dynamic content, add a rich text field to any collection and then connect a rich text element to that field in the settings panel. Voila!

How to customize formatting for each rich text

Headings, paragraphs, blockquotes, figures, images, and figure captions can all be styled after a class is added to the rich text element using the "When inside of" nested selector system.