Contact block: Check staffing

Description

• Checks the current working queue, or queue you specify in the block, for whether agents are available, staffed, or online.

• Before transferring a call to agent and putting that call in a queue, use the Check hours of operation and Check staffing blocks. They verify that the call is within working hours and that agents are staffed to service.

Supported channels

The following table lists how this block routes a contact who is using the specified channel.

Channel	Supported?
Voice	Yes
Chat	Yes
Task	Yes

Contact flow types

You can use this block in the following contact flow types:

• Inbound contact flow

• Customer queue flow

• Transfer to Agent flow

• Transfer to Queue flow

Properties

In the Status to check dropdown box, choose one of the following options:

• Available = Check whether the agent has Available slots to be routed a contact.

• Staffed = Check whether agents have Available slots, or are On call, or are in After Contact Work.

• Online = Check whether agents are Available, in the Staffed state, or in a custom state.

Configuration tips

• You must set a queue before using a Check staffing block in your contact flow. You can use a Set working queue block to set the queue.

• If a queue is not set, the contact is routed down the Error branch.

• When a contact is transferred from one flow to another, the queue that is set in a contact flow is passed from that flow to the next flow.

Configured block

When this block is configured, it looks similar to the following image:

Scenarios

See these topics for scenarios that use this block:

• Transfer contacts to a specific agent