![]() Skill groups or precision queues can also pick tasks that may be queued in Skill Pick/Pull node to be used in the ICM script. Such non-voice tasks that are picked or pulled by a specific agent, require a Or pulled out of turn from queues, not necessarily based on the priority of theĬall. The script flow can also use other queuing nodes to queue the same call to other targets, for example, Queue to Skill Group This invokes a network VRU script that plays music-on-hold, possibly interrupted on a regular basis with an announcement. The script should then continue withĪ run external script node to instruct the VRU what to do while holding the call until an agent becomes available. The script flow then exits immediately through the success branch. Is available, the call is queued to the precision queue and the node transfers the call to the default VRU, if the call is If a call enters the precision queue node and no resource VRU (voice response unit) script instructions are not sent to the VRU. Same, then the call queued first is routed first. If one call has priority 3 and the other has priorityĥ, the call with priority 3, the lower value, is routed to the precision queue For example,Īssume an agent in a precision queue becomes available and two calls are queued ![]() With the lowest priority number is routed to the target first. Is queued to a precision queue when an agent becomes available, the queued call The priority is expressed as an integer from 1 Node includes a Priority field, which sets the initial queuing priority for theĬalls processed through this node versus other calls queued to the other You can run multiple Precision Queue nodes sequentially to achieve this. You cannot reference multiple precision queues with a single Precision Queue node. If an agent becomes available in one of the precision queues, theĬall is routed to that resource. Selection criteria which are separated into steps.Ī single call can be queued on multiple precision queues. With desired proficiency become available. Queue script node to queue a call based on caller requirements until an agent Queuing Behavior of the Precision Queue Node.Dynamic precision queues can simplify and reduce the overall number of routing Not vary from one precision queue to another). Queues when you want a single routing script for multiple precision queues (for example, when the overall call treatment does When the script utilizes a single precision queue,ĭynamic precision queue nodes are used to target one or more previously configured precision queues. ![]() Static precision queue nodes target a single, configured precision queue. You can create and use configured (static) and dynamic precision queue nodes in your scripts. To implement Precision Routing in your contact center, you must create scripts. The script execution ends when an agent becomes available or when the caller disconnects. If an agent is not available, then the script should useĪ Queue to Skill Group node. Priority (1-20 with 1 being the highest priority) call that has waited the longest within the skill group(s) that the agentĪ script that routes to Packaged CCE agents needs to check for an available agent within a skill group. If there are calls in the agent's skill group queues when an agent becomes available, the agent is presented with the highest The call can be queued to multiple skill groups with the same or Priority node can then promote the call's priority based on time the caller When a call is queued to a skill group because there are no agentsĪvailable, the Queue to Skill Group node sets the call's priority. Scripting Specifics in a Packaged CCE Environment
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