On Aux Changes Trigger Agent
Last updated
Last updated
For example, when you will apply agent automation to changes in Agent status then, you must configure the trigger, filter, and action as follows:
In the example above, if there are users who already changed their status into 'Available' is more than 40% out of 100% of all users that are logged in to the specified group, the system will automatically reject status changes from remaining agents. Here, we can see that the 'Target Aux percentage' is filled with a value of 2,00 with the condition 'Target Aux' being 'Available' then, the action applied is 'Reject Aux Changes'.
You can also add additional filters based on time or user aux. Time is to specify the time range to activate this filter. While the user aux is to set the filter based on the Agent's current status. If there is more than one additional filter, you will see the AND/OR relation, which will be used when running the defined filter series.
For example, as shown above, if users in the 'Coaching' status will change their status to 'Backup' more than 2% of 100% of all users in the group with time range '08.00 - 18.00' then, the system automatically rejects status changes from other agents. Here we can see that the 'Target Aux percentage' is filled with 2.00 and the condition 'Target Aux' becomes 'Break' in the time '08.00-18.00' when the status of 'User Aux' is 'Coaching' then, the action applied is 'Reject Aux Changes' as shown below.
