Standby agents on queue (Standby Agent threshold)

Content of Standby agents on queue

Zylinc can be set up to activate standby agents when a queue hits its critical level. Conversely, standby agents can be deactivated when the queues return to “normal” level.

Here you can see how to set up the threshold for when to activate and deactivate standby agents according to number of calls in queue or waiting time in the queue. Learn how to set alarms/notifications when agents on queues hit critical level and when they revert to “normal” level.

• ”Require agent work mode Active”
•  ”Minimum number of agents”
• Activate standby agents, based on number of calls in queue
• Deactivate standby agents, based on number of calls in queue
• Activate standby agents, based on waiting time in queue
• Deactivate standby agents, based on waiting time in queue
• Alarms/notifications

"Require agent work mode Active" - would you like to count agents according to them being active or inactive?

Here you decide whether you would like to count the number of agents on a queue based on their status being active or inactive.  If you activate this setting, inactive agents will NOT be included in the count.

"Minimum number of agents" - specify number of active agents before activating standby agents

Here you define how many agents you would like to populate a queue before activating standby agents.

If you set “minimum number of agents” to 0, please note that the “no agents” setting under failover become effective (please see the article failover). In this case, the standby agents setting will not be activated.

Keep Queue monitored while agents are inactive	Require agent work mode active	Minimum number of agents	Standby activated
NO	YES/NO	0	NO
NO	YES	1	YES
YES	NO	0/1	YES after x seconds of waiting

Activate standby agents, based on number of calls in queue

Here you set the number of calls in queue you accept before activating standby agents.

Deactivate standby agents, based on number of calls in queue

Here you set the number of calls in queue you accept before deactivating standby agents.

Activate standby agents, based on waiting time in queue

Here you set the exact time for how long you accept a call to be waiting in a queue before activating standby agents.

Deactivate standby agents, based on waiting time in queue

Here you set the time for how long you accept a call to be waiting in a queue before deactivating standby agents.

Alarms/notifications when number of agents on queues changes

Here, you define settings if you want alarms/notifications via sms or email in case:

• ”Queue unmonitored” – No agents monitor the queue
• ”Insufficient agents monitoring queue” – An insufficient number of agents monitor the queue
• “Sufficient agents monitoring queue” – A sufficient number of agents monitor the queue
• ”Waiting conversation count in queue has exceeded threshold” – the number of calls in queue have exceeded the defined critical level, i.e. too many calls are waiting in queue (so standby agents activated)
• ”Waiting conversation count in queue has subceeded threshold” – the number of calls in queue are below the defined critical level, i.e. the queue now as an acceptable number of calls in queue (so standby agents are deactivated)
• “Waiting duration in queue has exceeded threshold” – the time calls spend waiting in queue has exceeded the defined critical level, i.e. calls are waiting too long in queue (so standby agents activated)
• ”Waiting duration in queue has subceeded threshold” – the time calls spend waiting in queue are below the defined critical level, i.e. the queue now as an acceptable waiting time (so standby agents are deactivated)