Escalate Call Distribution Group

The application uses the Escalate Call Distribution Group activity in the post queuing loop to quickly move to the next call distribution group or the last. Typically, administrators use this activity to identify the contacts that are parked against escalation groups. These escalation groups have at least one logged in agent who has matching skills or no logged in agents.

The application uses the QueueContact activity and calls the advanced GetQueueInfo activity to determine if there are any agents logged in to a specific call distribution group. If no agents are logged in to a specific call distribution group, the flow designer uses the EscalateCallDistribution activity to move ahead to either the next or the last call distribution group in the series. If an agent is available in the escalated group, Webex Contact Center routes the contact to that agent. If not, Webex Contact Center parks the contact immediately in that call distribution group.

For more information about the QueueContact activity, see Queue Contact.

A customer use case is a queue that has many call distribution groups. If an agent is not available in the first call distribution group to answer a call, the flow designer redirects the call to another call distribution group within the queue. At each level, the number of agents in the call distribution group increases so that there is a greater chance of the call getting answered. At certain times of the day, agents from this group or other groups might not be available.

For SBR and LAA-based queues, if you invoke the EscalateCallDistribution activity on a contact that is not yet queued, it results in an error and exits the error path in the flow activity.