Applying queue conditions to the Queue activity

The following explains how to
  • Associate queue conditions to a queue, queue group, or variable
  • Associate queue conditions to a variable
  • Edit and delete queue conditions
  • Import and export queue conditions
  • Group queue conditions
Note:
  • The actions that IVR Routing takes when queue conditions are met are determined by activities you insert into the Drop Activities Here section of the Workflows Canvas for that Queue condition.
  • The workflow evaluates Queue conditions from left to right. For information on how to change the order of Queue conditions, see "Changing the order in which branches are evaluated".
To associate queue conditions to a queue or queue group
  1. Right-click the Queue activity and select Add.
  2. Type a Name for the queue condition and, after Queue, click the ... button.
  3. Select either Queue or Queue Group, select the queue or queue group; and click OK.
    Note:

    For information on how queue groups use queue real-time statistics, see "Real-time queue conditions and queue groups".

  4. Click Add and, from the second column, select a real-time statistic from the drop-down list.
    Note:

    Expected Wait Time requires at least one call waiting in queue for IVR Routing to calculate an Expected Wait Time value.

  5. In the third column, select an operator from the drop-down list. Options vary according to the variable chosen.
  6. Click the fourth column and select either Value, Queue Stats, or Variable.
  7. For Value, type in a numeric value or enable the check box for the value.
  8. For Queue Stats, select a queue stat from the drop-down list.
  9. For Variable, select a variable from the drop-down list.
  10. To test the conditions, click Test Parameters, enter a value in the relevant fields and click Test.
  11. Click OK.
  12. To add another condition, click Add and repeat steps 4-11.
  13. Click OK to create the branch or click Add to add the current branch to the workflow while leaving the dialog box open to create new branches.
  14. Click Save.

To associate queue conditions to a variable

Note:

Associating queue conditions to a variable requires first inserting and configuring an activity on the Canvas capable of populating the Queue activity’s destination variable.

  1. Right-click the Queue activity and select Add.
  2. Type a Name for the queue condition and, after Queue, click the ...button.
  3. Select the Variable tab, select a variable, and click OK.

    Only Numbers, Digits, Queue, and Unspecified variable types are available.

  4. Click Add and, from the second column, select a real-time statistic from the drop-down list.
  5. In the third column, select an operator from the drop-down list. Options vary according to the variable chosen.
  6. Click the fourth column and select either Value, Queue Stats, or Variable.
  7. For Value, type in a numeric value or enable the check box for the value.
  8. For Queue Stats, select a queue stat from the drop-down list.
  9. For Variable, select a variable from the drop-down list.
  10. To test the conditions, click Test Parameters, enter a value in the relevant fields and click Test.
  11. Click OK.
  12. To add another condition, click Add and repeat steps 4-11.
  13. Click OK to create the branch or click Add to add the current branch to the workflow while leaving the dialog box open to create new branches.
  14. Click Save.
To edit and delete queue conditions
  1. To edit queue conditions, right-click the relevant branch in the Queue activity and select Edit Condition.
  2. To delete a queue condition, select the row for the condition and click Delete.
To import and export queue conditions
  1. To import queue conditions, click the Import button and navigate to a *.xaml file, and click Open.
    Note:
    • Conditions on a single line and separated by a comma will be added to a single branch.
    • Conditions on multiple lines and separated by a comma will be added to multiple branches.
  2. To export queue conditions, click the Export button, navigate to a *.xaml file, and click Save.
  3. To test the conditions, click Test Parameters, enter a value in the relevant fields and click Test.
To group conditions being compared
Parent topic: Configuring the Queue activity
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