How can we exclude agents from targeting?
We have some scenarios where we do not want to route an interaction to a specific agent. For example, when Agent1 initiates an instant transfer to the same skill group, Agent1 should not receive the interaction and it should be routed to some other available agent. There is a function available in the Genesys queue interface which instructs the functional module, not to route interactions to any agent on the specified list of agents. _genesys.queue.excludeAgents(ixnid, agents) Parameters: ixnid: STRING which can be a variable or a constant - This parameter is mandatory. It defines the ID of the interaction which should have this action applied. agents: STRING which can be a variable or a constant - This parameter is a comma-separated list of agent IDs. To implement the above instant transfer example, we need the 'Employee ID' of Agent1 and it can be found in the attached data with the key - ' IW_RoutingBasedOriginalEmployeeId'. Reference:...
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