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.
Please note that the system is count is based on all the current, parent, and child organization roles that are logged in and have access to the queue at the moment 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.
New Web App - Bot Using Active Agent Feature Example

Please note that currently:

On the new Web App - Active Agents feature works with:
  1. Less than
  2. Greater than
On the old Web App - Active Agents features works with:
  1. Less than
  2. Greater than
  3. Less than or equal to
  4. Greater than or equal to 
Check the same kind of logical configuration but on our old Web App
Old Web App - Logical Branch Step Configuration Example
Old Web App - Logical Branch Step Configuration Example


    • Related Articles

    • Logical Branching

      Overview Logical Branching Steps allow you to configure a route through a Bot based on the time of day, the day of the week, the number of agents logged in or customer inputs. Additionally using Logical Branching Steps, you can compare customer's ...

    • Logical Decision Steps

      Quick Tricks - when in your bot, create a Logical Branch step, set your conditions and then route as normal. Check here how to use Logical Branching on our new Web App. Logical decision steps allow you to configure a route through a bot based on the ...

    • Move The Conversation To Another Queue

      Overview To access the Conversation Settings, click the three dots at the top of the Conversation screen. From here you can: Move the conversation to another queue. Set a status against the conversation. Add customer's phone numbers or other channel ...

    • Adding A Queue

      Overview Queues allow you to manage your team's workload. You can create as many queues as you like and can either move conversations to these queues manually or have a bot move them where relevant. Through the use of queues you will be able to ...

    • Logical Branching - Adding A Date Comparison

      Overview Logical Branching Date Comparison (Between), compares a date provided by the customer with an end date you provide to ensure the date is between today and the end date you set. Using the Logical Branch Date Comparison your Bots, enables can ...