In Omnichannel Voice how can we query number of agents available?

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Posted on by NJD365Partner

In Omnichannel Voice, we have a workstream that contains 4 voice queues. We need calls to queue X that do not get answered by an agent to then route to queue Y.

Since the product does not allow calls to be routed from one voice queue to another once the call is in a queue, we need to determine at the workstream level using the route to queue rules if there are any agents in queue X that are available to take the call, if not test for available agents in queue Y, if there are agents available route the call to queue Y and so on.

In other words, in a workstream - route to queue rule - how can we query queue X for number of agents with status/presence = available.

Any help is GREATLY appreciated!

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Rahul Mishra 38 on at

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Can Route-to-Queue rules evaluate agent availability?
No — not directly. It’s a current platform limitation and has been raised as an enhancement request many times.
Do others solve it via cascading queues?
Yes — and mainly by:
Using skills/priority instead
Using a custom workflow/Power Automate call
Recommendation
For cleanest, product-aligned design:
Goal - Recommended Approach
Move call to another team if no one in X is free

Use single queue + priority escalation
Explicit queue fallback - Skill-based routing or Power Automate presence check
Real-time visibility to make routing choices

Use Power Automate + presence tables

For more info visit us: https://www.novelvox.com

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