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• 5.3 • 5.8

If

The If scenario block allows branching of a scenario based on verification of some specified conditions. Multiple conditional exits (branches) can be configured in the same block.


Scenario Builder If scenario block


Branches and Conditions

A branch can include one or more logical expressions (conditions), where each condition verifies one of the following:

  • Callback
  • Caller’s number
  • Current date
  • Current date and time
  • Current time
  • Day
  • Dialed number
  • Estimated waiting time
  • Scenario variable (HOP)
  • Scenario variable (number)
  • Scenario variable (string)


Use the Add branch button to add a branch corresponding to the desired conditional exit.

Provide a label that will identify the corresponding conditional exit in the flowchart.

Click the add condition link to define a logical expression for verification of one of the above parameters. The Exit label, current conditions and the add condition and add block links display in the edit pane.


Scenario Builder If scenario block settings


Click a conditional branch of an IF block in the scenario flowchart to display exit labels and conditional blocks or the options to add a condition or block display in the edit pane.


Multiple Conditions

Multiple conditions in a branch can be joined by either the AND (default) or OR operator.

  • AND is used if all specified conditions in a branch must be met in order for the scenario to take the given branch exit.
  • OR is used when it is sufficient for one of the specified conditions to be met in order for the scenario to take the given branch exit.

Add more branches as described. (There is a limit of 20 branches per If block.)

The branches are tried in the order in which they are defined in the block. If none of the branches leads to a positive verification, the block that directly follows the given If block in the flowchart is executed.


Typical Uses

The following are examples of some typical uses of the If block.


Callback

The Callback condition is used to check if the caller has already scheduled a return call in a virtual queue scenario.


Current Date and Time

The Current date and time condition is used to check the interaction arrival time against the Hours of Operation (HOP) specified in the associated scenario entry, as illustrated in the [[]Scenario-builder-reference-guide/ScenarioExample | Scenario Example.]]

The current date and time condition is used to check the current date and time against the configured calendar hours of operation (HOP) without involving an HOP variable.


The current date and time is checked against the default HOP, without using a variable


Current Time

The Current Time condition is used along with a Find Agent block to set queue limits based on the time of day. For example, the Current Time condition may be set in the If block to find an agent and set queue limits: "If 10-5 (where 10-5 refers to 10:00 am to 5:00 pm), find an agent with queue limit of 20" and/or "If 5-7 (where 5-7 refers to 5:00 pm to 7:00 pm), find an agent with queue limit of 10."


Estimated Waiting Time

The Estimated Waiting Time condition is used to determine further processing of the interaction based on the time that the given interaction is likely to wait in the service queue before it can be delivered to an agent. (The estimated waiting time condition related to the Virtual Queue function is defined in the Find Agent block.)


Scenario variable (HOP)

The Scenario variable (HOP) condition is used to check the interaction arrival time against any other HOP defined as a scenario parameter.

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