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- Last Agent Routing: Route an interaction to the agent they last spoke with using the “Assign Agent by Name” Attribute that would be compared to a Flow Variable that contains the “Last Handling Agent” Property from the “Get Contact History Data” Activity.
- Preferred Agent Routing: Route an interaction to a preferred agent using the “Assign Agent by Name” Attribute that would be compared to a CRM Property that contains the agent’s name
Branch
Media Type: All
Purpose: Used to make a routing decision based upon any data elements available. This is the most dynamic node in ECS and can be used to solve a majority of routing needs.
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- Routing based upon the Interaction Types: You can also use the Branch node to route based upon the Interaction Type.
Check BP Agents
Media Type: All
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This node is used in a scenario when the routing logic needs to ensure an Interaction will be presented to a Ready agent.
Check Busy or Idle Agents
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A check demand node can determine what demand/skill is currently active within the handling flow. It can then take action based on that demand, forwarding to a specific agent, BP or channel specific to that demand. When dealing with multiple demands/skills the “Check Demand” activity acts as a checkpoint to verify you are sending the interaction to the appropriate destination.
Check Operational Status
Media Type: All
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Tip: If your contact center is 24×7 the “from” and “to” times should be 12:00 AM and all days should be selected.
Check Overflow
Media Type: All
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This is used in conjunction with the “Assign Agent” and “Select Agent” Activities.
Complete Handling
Media Type: All
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When the flow will reaches this Activity, the interaction immediately ends. This node is also used as a final endpoint to terminate a successful interaction.
Day of Week
Media Type: All
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Route interactions based upon the day of the week regardless of the current time.
Establish Conversation
Media Type: Outbound Voice
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The flow can be configured to play a message or leave a voicemail through the use of the “Simple Play” Activity on the Answering Machine leg.
Pass to Address
Media Type: Telephony
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Typically used send a caller to a 10-digit phone number.
Pass to Agent
Media Type: All
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This Activity is used to send the Interaction directly to a specific agent bypassing a queue.
Pass to Business Process
Media Type: All
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To forward an Interaction to a particular business process either based upon a selection from a “Prompt and Collect Selection” Activity or specific queueing thresholds.
Pass to Business Process By Name
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Pass to Business Process by Name can route thousands of numbers dynamically in a single Activity through the use of the Customer Data upload to specify the Business Process associated with the number dialed (Destination DID) or originating from (Origin DID).
Pass to Channel
Media Type: All
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This node would be used if you want to send the Interaction directly to another channel. This is commonly used to route to another menu structure.
Queue
Media Type: All
Purpose: Queue Interaction for agent assignment with multiple sub-flows triggered based upon time elapsed.
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The Queue node is the preferred method of routing calls to agents. Multiple Threshold Flows allow the customer’s experience to change as they wait by activating different routing treatments over time such as a Callback or Voicemail or an Overflow. The Queue also allows for true agent skilling by setting target Demand Filters and Search Periods to relax each skill requirement as the Interaction waits.
NOTE: Once an interaction reaches the last activity in the Interaction Handling Flow, it will return to the Start activity and route through the same activities again.
Inside View of Node: Skill Base
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- Time to Clear Assigned Agent
- Exit Once Waiting Time Ends (Yes/No) –
- Max Waiting Time
- Threshold
- First
- Second
- Third
- Exit Leg
- Leg 1
- Leg 2
- Leg 3
- Leg 4
Repeat for Each
This node is no longer in use.
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For any type of callback this node is necessary to initiate that Interaction into the Queue. The callback delay time serves as the initial timeframe in which the call will be re-presented back into queue (additional callback information).
Select Agent
Media Type: All
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