The interflow-qpos conditional

Last Updated : Sep 08, 2012 |

The interflow-qpos conditional only applies interflow processes to a dynamic eligible queue and to calls that are queued locally before the route-to is attempted.

The eligible queue is that portion of the split/skill queue that:

  • Includes only calls that are not expected to be answered locally during the interflow process at that moment relative to the call being processed

  • Does not include direct agent calls because these calls are excluded from any interflow process.

The following is an example of the interflow-qpos conditional used in a route-to command:

route-to number _____ with cov _ if interflow-qpos CM x

where

  • CM is the comparator. It is one of three symbols: =, <, <=

    • With if interflow-qpos = x, the call is interflowed if it is at the x position from the top of the eligible queue.

    • With if interflow-qpos < x, the call is interflowed if it is among the top x-1 of the eligible queue.

    • With if interflow-qpos <= x, the call is interflowed if it is among the top x eligible calls.

  • x indicates the call position in the eligible queue. Valid queue positions are 1 through 9. The top queue position is 1. The eligible queue is made up of calls from the first local split or skill that the call has been queued to due to previous steps in the vector.

Note:

Calls that are likely to be serviced locally before an LAI can be completed are not eligible for interflow since the calls are excluded from the eligible queue. Calls that are likely to be answered are identified based on conditions of the split/skill to which the call is queued and, under certain conditions, an administered minimum EWT threshold value.

The following is an example of the interflow-qpos conditional used in a goto command:

goto step/vector ____ if interflow-qpos CM x

where

  • CM is the comparator. It is one of six symbols: =, <>, <, <=, >, >=

  • x indicates the call’s position in the eligible queue. Valid queue positions are 1 through 9. The top queue position is 1.

Calls that are likely to be serviced locally before an LAI can be completed are not eligible for interflow since the calls are excluded from the eligible queue.