Adding Queue Points through Action Bots

Effective December 2019, the Queue Weight configuration option in the Sharpen Q configuration is deprecated. In an effort to still be able to assign absolute priority by Q it is necessary to create an Action bot that assigns Queue Points upon entry to Q. To assign different Queue Points by Q it will be required to create an Action bot for each point value you wish to assign.

Action Bot Configuration

1. Navigate to Admin -> Configuration -> Logic & Actions
   
   

   Open

   

    

2. On the Logic & Actions page, click on the New Action button.
   
   

   Open

   

General Settings

1. In the Name field enter in a descriptive name such as “Assign 200 Queue Points to MyQs”.

2. In the Description field enter in a description of what this bot is meant to do.
   
   

    

Trigger

The trigger is what initiates the Action bot

1. In the Trigger Type field select the Event option.

2. In the Sub Type field select the Queue option.
   
   

Event

The event is used to narrow down the interactions that will be impacted by the Action bot. In this case we only want to add Queue Points to certain Queues and only when an interaction enters the queues.

1. In the Queues field select the queues you want to be impacted by the Action bot. In this example, the MyQ for Lydia Stanley has been chosen.

2. In the Events field select the Enter Q event.
   
   

Data Source

The data source is used to gather various data points for evaluation. By default, queue event triggered action bots have the Sharpen Queue Call Manager Activity data source.

1. Since the data source that we need has been preselected, we now just need to add the field(s) we need. Click on the Add button to the right of the Data Source selection.
   
   

Fields

1. In the Field field, select Queue Call Manager ID. No need to select a Function from the function field.
   
   

    

Filters

1. In the filter field, select Queue Call Manager ID. 

2. Select the “is not null” operator.
   
   

3. In the Order By field, select Queue Call Manager ID

4. In the Order By Sort field, select Descending.

5. In the Limit Results field, enter in 1.

Actions

The Actions section is used to define what actions should be performed on the interaction(s) that met the criteria defined above.

1. In the Actions section, click on the Add Action drop down.
   
   

    

2. Select the Update Queue Member Action from the Add Action drop down.
   
   

    

3. The Queue Call Manager ID field should auto-populate. 

4. Enter in the number of Queue Points that you’d like to assign to interactions in the Queue(s) selected above in the Event section.
   
   

    

5. Scroll to the bottom of the page and Click on the Save button.

Action Bot Activation

1. Once the Action bot has been saved, re-open it from the Logic & Actions main page. 

2. Click on the Activate button in the top right corner of the Action Bot configuration page. 

3. Scroll to the bottom of the Action bot, click the Save button.

Caveats

1. The action bot is not fast enough to add the points directly at the time of queue entry, because it's not truly an event based action (still relies on a cronjob). So the adding of points takes 1-2 seconds.

2. Because of this, the points bubble will not show until a refresh, or new login to queue.

3. You can workaround this by using a more creative processing Q/action bot combo to make sure the points are assigned before it enters Q.