Logical Branch - Active Agents

Logical Branch - Active Agents

Overview

After a conversation enters a queue, using a Logical Branch step, you can route the conversation based on the number of Agents that are active on that queue at the moment that the conversations happening.
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Please note that the system is counting all the account that are logged in and have access to the queue when the conversation is happening.

How it works

To route the conversation based on the number of Active Agents on the queue:

  1. Make sure, when configuring the queue, that you grant access only to the organizations and roles you need.
  2. Move the conversation to a queue.
  3. Build the logical branch step and branch to the Active Agents field.
  4. Design the paths of your conversation based on your Organizations needs.
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Info
Check the same kind of logical configuration but on our classic Web App



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