Automated Tasks Based on Queue Sizes

Integrations allow you to leverage data contained in third-party systems. Through custom actions, data pushes, and data dips to and from third-party APIs, integrations allow you to trigger automated tasks based on defined events. However, some events are not available for incoming calls that reach phone numbers that are associated with Studio flows.

Limitation:
When setting up an automated task based on “a call enters the waiting queue” or the “call leaves the waiting queue” events, the “waiting queue size” and “calls in queue from respective ringing groups” trigger fields will not be available for Studio calls.

Summary:
By setting up a Studio flow, Admins can select the assignment type based on ring groups. By selecting that type, one or more ring groups can be defined to handle an incoming call. This means that the call will then be delivered to agents included in ring groups that match at least one of the defined ring groups.

Example:

• A Studio flow has an Assignment and Dial component configured with Ring Groups as the assignment type.
• In the A&D component, the ring groups “Line A”, “Line B” and “Line C” are used to determine the agents who should be assigned to the call.
• Whenever a call reaches that step, agents that match the “Line A”, “Line B” and/or “Line C” will be considered to handle the call. The call may be delivered to an agent that only belongs to the ring group “Line A”, or to an agent that belongs to the ring groups “Line A” and “Line C”.

In this scenario, it is not possible to provide the exact queue size for a specific ring group.

Workaround:
If you wish to know how many contacts are queued for your ring groups, Talkdesk Live™ allows you to access that information with the breakdown for ring groups. For more information, please check this article.

Based on the example provided above, the call would be reflected in Talkdesk Live as:

• Line A: 1
• Line B: 1
• Line C: 1

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Note

The call will be added to the counter for all ring groups to which it can be assigned. If you wish to have a more detailed view of the calls that are queued for a specific ring group, it is recommended to configure the smallest possible number of ring groups (ideally, only 1), for a Studio step that assigns calls to agents.