Contact Block: Check Staffing
In contact flow types
You can use this block in the following contact flow types:
-
Generic contact flow
-
Customer queue flow
-
Transfer to Agent flow
-
Transfer to Queue flow
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.
Properties
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:
