From Bright Pattern Documentation
Jump to: navigation, search
(Marked this version for translation)
(Updated via BpDeleteTranslateTags script)
 
Line 1: Line 1:
<translate>
+
 
= How to Route Callers to the Last Agent and Provide a Voicemail Option = <!--T:1-->
+
= How to Route Callers to the Last Agent and Provide a Voicemail Option =  
 
So your customer is calling again and wants to talk to the last known agent who helped her. How do you connect them?
 
So your customer is calling again and wants to talk to the last known agent who helped her. How do you connect them?
  
<!--T:2-->
 
 
This article will show you how to create a general voice scenario that  
 
This article will show you how to create a general voice scenario that  
 
* Finds the last known agent (also called same agent routing)
 
* Finds the last known agent (also called same agent routing)
 
* Connects the call to that agent or presents an IVR menu with the option to either leave a voicemail or look for the next available agent
 
* Connects the call to that agent or presents an IVR menu with the option to either leave a voicemail or look for the next available agent
  
== Prerequisites == <!--T:3-->
+
== Prerequisites ==  
 
Before proceeding, we recommend that you download and [[5.3:Contact-center-administrator-guide/ScenariosOverview |  
 
Before proceeding, we recommend that you download and [[5.3:Contact-center-administrator-guide/ScenariosOverview |  
 
  import]] our example scenario template: [[File:App_FindLastAgentVM_(2).zip]]
 
  import]] our example scenario template: [[File:App_FindLastAgentVM_(2).zip]]
  
<!--T:4-->
 
 
For instructions on how to import this file into your contact center, see the ''Contact Center Administrator Guide'', section [[Contact-center-administrator-guide/ScenariosOverview#How_to_Export_and_Import_Scenarios|Scenarios Overview > How to Export and Import Scenarios]].
 
For instructions on how to import this file into your contact center, see the ''Contact Center Administrator Guide'', section [[Contact-center-administrator-guide/ScenariosOverview#How_to_Export_and_Import_Scenarios|Scenarios Overview > How to Export and Import Scenarios]].
  
== Scenario Flow == <!--T:5-->
+
== Scenario Flow ==  
 
Scenarios are made up of ''scenario blocks'' that specify how interactions are processed. Detailed descriptions of Bright Pattern scenario blocks are available in this guide's ''Scenario Block Definitions'' section.
 
Scenarios are made up of ''scenario blocks'' that specify how interactions are processed. Detailed descriptions of Bright Pattern scenario blocks are available in this guide's ''Scenario Block Definitions'' section.
  
<!--T:6-->
 
 
The following sequence of actions illustrates one way to organize scenario blocks to route a customer to either the last known agent, an IVR menu with the option to leave a voicemail for that agent, or to the next available agent.
 
The following sequence of actions illustrates one way to organize scenario blocks to route a customer to either the last known agent, an IVR menu with the option to leave a voicemail for that agent, or to the next available agent.
  
<!--T:7-->
 
 
Please note this is an example scenario only and not intended for production use. All [[Scenario-builder-reference-guide/ScenarioBuilderOverview#Conditional_Exits|conditional exits]] should be defined with actions for production use.
 
Please note this is an example scenario only and not intended for production use. All [[Scenario-builder-reference-guide/ScenarioBuilderOverview#Conditional_Exits|conditional exits]] should be defined with actions for production use.
  
  
<!--T:8-->
 
 
[[File:FindLastAgent-Scenario2-53.png|thumb|800px|center|Example scenario in Scenario Builder]]
 
[[File:FindLastAgent-Scenario2-53.png|thumb|800px|center|Example scenario in Scenario Builder]]
  
  
=== Action 1: "Get user configuration" looks up the last known agent === <!--T:9-->
+
=== Action 1: "Get user configuration" looks up the last known agent ===  
 
The [[Scenario-builder-reference-guide/GetUserConfiguration |  Get user configuration]] block finds a specific contact center user and returns the user ID of the last known agent, using variable "lastagent."
 
The [[Scenario-builder-reference-guide/GetUserConfiguration |  Get user configuration]] block finds a specific contact center user and returns the user ID of the last known agent, using variable "lastagent."
  
  
<!--T:10-->
 
 
[[File:Find-Last-Agent1-53.PNG|thumb|800px|center|The requested user properties are returned]]
 
[[File:Find-Last-Agent1-53.PNG|thumb|800px|center|The requested user properties are returned]]
  
  
=== Action 2: Exception Handler's "Try" exit tells the scenario what might generate an exception === <!--T:11-->
+
=== Action 2: Exception Handler's "Try" exit tells the scenario what might generate an exception ===  
 
The [[Scenario-builder-reference-guide/ExceptionHandler |  Exception Handler]] block has two conditional exits: [[Scenario-builder-reference-guide/ExceptionHandler#Try |  Try]] and [[Scenario-builder-reference-guide/ExceptionHandler#Try |  Catch]].
 
The [[Scenario-builder-reference-guide/ExceptionHandler |  Exception Handler]] block has two conditional exits: [[Scenario-builder-reference-guide/ExceptionHandler#Try |  Try]] and [[Scenario-builder-reference-guide/ExceptionHandler#Try |  Catch]].
  
<!--T:12-->
 
 
Under Exception Handler's "Try" exit, you should enter the sequence of blocks that you predict might generate an exception, block error, or disconnect. In this example, we did so in the following order.
 
Under Exception Handler's "Try" exit, you should enter the sequence of blocks that you predict might generate an exception, block error, or disconnect. In this example, we did so in the following order.
  
  
==== Find Agent ==== <!--T:13-->
+
==== Find Agent ====  
 
[[Scenario-builder-reference-guide/FindAgent |  Find Agent]] looks for the last known agent.
 
[[Scenario-builder-reference-guide/FindAgent |  Find Agent]] looks for the last known agent.
  
  
<!--T:14-->
 
 
[[File:Last-Agent-2-53.PNG|thumb|800px|center]]
 
[[File:Last-Agent-2-53.PNG|thumb|800px|center]]
  
  
<!--T:15-->
 
 
In Find Agent properties, you must also use a "Specific agent" condition to specify which agent needs to be found.
 
In Find Agent properties, you must also use a "Specific agent" condition to specify which agent needs to be found.
 
# Under "Agent skills required," click '''add Interval'''.<br /><br />
 
# Under "Agent skills required," click '''add Interval'''.<br /><br />
Line 61: Line 52:
  
  
==== Play Prompt ==== <!--T:16-->
+
==== Play Prompt ====  
 
[[Scenario-builder-reference-guide/PlayPrompt |  Play Prompt]] plays the voicemail option voice segment to the caller (e.g., "To leave a voicemail press 1, to speak with an agent now, press 2").
 
[[Scenario-builder-reference-guide/PlayPrompt |  Play Prompt]] plays the voicemail option voice segment to the caller (e.g., "To leave a voicemail press 1, to speak with an agent now, press 2").
  
  
<!--T:17-->
 
 
[[File:Last-Agent3-53.PNG|thumb|800px|center]]
 
[[File:Last-Agent3-53.PNG|thumb|800px|center]]
  
  
==== Menu ==== <!--T:18-->
+
==== Menu ====  
 
[[Scenario-builder-reference-guide/Menu |  Menu]] specifies the two available IVR menu options as given in the Play Prompt block (i.e., 1 for voicemail, and 2 for finding an agent).
 
[[Scenario-builder-reference-guide/Menu |  Menu]] specifies the two available IVR menu options as given in the Play Prompt block (i.e., 1 for voicemail, and 2 for finding an agent).
  
  
<!--T:19-->
 
 
[[File:Last-Agent4-53.PNG|thumb|800px|center]]
 
[[File:Last-Agent4-53.PNG|thumb|800px|center]]
  
  
==== Voicemail ==== <!--T:20-->
+
==== Voicemail ====  
 
[[Scenario-builder-reference-guide/Voicemail |  Voicemail]] tells the system how to encode the voicemail recording, who to deliver it to, and so forth.
 
[[Scenario-builder-reference-guide/Voicemail |  Voicemail]] tells the system how to encode the voicemail recording, who to deliver it to, and so forth.
  
  
<!--T:21-->
 
 
[[File:Last-Agent6-53.PNG|thumb|800px|center]]
 
[[File:Last-Agent6-53.PNG|thumb|800px|center]]
  
  
==== Goto ==== <!--T:22-->
+
==== Goto ====  
 
[[Scenario-builder-reference-guide/Goto |  Goto]] jumps to "Find Agent."
 
[[Scenario-builder-reference-guide/Goto |  Goto]] jumps to "Find Agent."
  
  
<!--T:23-->
 
 
[[File:Last-Agent7-53.PNG|thumb|800px|center]]
 
[[File:Last-Agent7-53.PNG|thumb|800px|center]]
  
  
=== Action 3: The Exception Handler's "Catch" exit tells the scenario which blocks to use if an exception occurs === <!--T:24-->
+
=== Action 3: The Exception Handler's "Catch" exit tells the scenario which blocks to use if an exception occurs ===  
 
After defining the possible blocks that might start an exception, you work on the [[Scenario-builder-reference-guide/ExceptionHandler#Try |  Catch]] exit.
 
After defining the possible blocks that might start an exception, you work on the [[Scenario-builder-reference-guide/ExceptionHandler#Try |  Catch]] exit.
  
<!--T:25-->
 
 
Under Exception Handler's "Catch" exit, you should enter the sequence of blocks that you ''want the scenario to execute'' if an exception, block error, or disconnect occurs during the [[Scenario-builder-reference-guide/ExceptionHandler#Try |  Try]] conditional exit. In this example, we did so in the following order.
 
Under Exception Handler's "Catch" exit, you should enter the sequence of blocks that you ''want the scenario to execute'' if an exception, block error, or disconnect occurs during the [[Scenario-builder-reference-guide/ExceptionHandler#Try |  Try]] conditional exit. In this example, we did so in the following order.
  
  
==== Connect Call ==== <!--T:26-->
+
==== Connect Call ====  
 
[[Scenario-builder-reference-guide/ConnectCall |  Connect Call]] connects the customer to the last agent.
 
[[Scenario-builder-reference-guide/ConnectCall |  Connect Call]] connects the customer to the last agent.
  
  
<!--T:27-->
 
 
[[File:Last-Agent8-53.PNG|thumb|800px|center]]
 
[[File:Last-Agent8-53.PNG|thumb|800px|center]]
  
  
==== Find Agent ==== <!--T:28-->
+
==== Find Agent ====  
 
[[Scenario-builder-reference-guide/FindAgent |  Find Agent]] finds the next available skilled agent (not the last known agent). There are no special conditions to add in this Find Agent block.
 
[[Scenario-builder-reference-guide/FindAgent |  Find Agent]] finds the next available skilled agent (not the last known agent). There are no special conditions to add in this Find Agent block.
  
  
<!--T:29-->
 
 
[[File:Last-Agent9-53.PNG|thumb|800px|center]]
 
[[File:Last-Agent9-53.PNG|thumb|800px|center]]
  
  
=== Action 4: "Exit" ends the scenario === <!--T:30-->
+
=== Action 4: "Exit" ends the scenario ===  
 
The [[Scenario-builder-reference-guide/Exit |  Exit]] block completes the scenario. Without it, the scenario will loop through this configured flow until the customer ends the call.
 
The [[Scenario-builder-reference-guide/Exit |  Exit]] block completes the scenario. Without it, the scenario will loop through this configured flow until the customer ends the call.
  
  
=== Action 5: Save your scenario === <!--T:31-->
+
=== Action 5: Save your scenario ===  
 
Be sure to save the scenario with a new name. Closing the browser tab or window will cancel out your work.
 
Be sure to save the scenario with a new name. Closing the browser tab or window will cancel out your work.
  
  
== Final Step: Enable service continuation == <!--T:32-->
+
== Final Step: Enable service continuation ==  
 
Now that you have completed your scenario, you need to enable service continuation. This allows your contact center system to return an identified contact (i.e., your caller) to the same agent who last helped the caller.
 
Now that you have completed your scenario, you need to enable service continuation. This allows your contact center system to return an identified contact (i.e., your caller) to the same agent who last helped the caller.
 
# In the Contact Center Administrator application, go to ''Call Center configuration > Identification''.<br /><br />
 
# In the Contact Center Administrator application, go to ''Call Center configuration > Identification''.<br /><br />
Line 130: Line 114:
  
  
<!--T:33-->
 
 
[[File:Last-Agent11-53.PNG|thumb|800px|center|Call Center configuration > Identification]]
 
[[File:Last-Agent11-53.PNG|thumb|800px|center|Call Center configuration > Identification]]
  
  
<!--T:34-->
 
 
For more information, see the Contact Center Administrator Guide, section [[Contact-center-administrator-guide/Identification |  Identification]].
 
For more information, see the Contact Center Administrator Guide, section [[Contact-center-administrator-guide/Identification |  Identification]].
  
== Related Information == <!--T:35-->
+
== Related Information ==  
 
'''Note''': It is possible to route additional interaction types from a customer to an agent during an active interaction (e.g., a caller sends an SMS to an agent during the same interaction) using the Find Agent block's wait condition [[Scenario-builder-reference-guide/ScenarioBlocks/FindAgent#Agent_skills_required|Agent currently handling this interaction]].
 
'''Note''': It is possible to route additional interaction types from a customer to an agent during an active interaction (e.g., a caller sends an SMS to an agent during the same interaction) using the Find Agent block's wait condition [[Scenario-builder-reference-guide/ScenarioBlocks/FindAgent#Agent_skills_required|Agent currently handling this interaction]].
 
 
 
 
 
</translate>
 

Latest revision as of 04:03, 29 May 2024

• 日本語
• 5.19 • 5.3 • 5.8


How to Route Callers to the Last Agent and Provide a Voicemail Option

So your customer is calling again and wants to talk to the last known agent who helped her. How do you connect them?

This article will show you how to create a general voice scenario that

  • Finds the last known agent (also called same agent routing)
  • Connects the call to that agent or presents an IVR menu with the option to either leave a voicemail or look for the next available agent

Prerequisites

Before proceeding, we recommend that you download and import our example scenario template: File:App FindLastAgentVM (2).zip

For instructions on how to import this file into your contact center, see the Contact Center Administrator Guide, section Scenarios Overview > How to Export and Import Scenarios.

Scenario Flow

Scenarios are made up of scenario blocks that specify how interactions are processed. Detailed descriptions of Bright Pattern scenario blocks are available in this guide's Scenario Block Definitions section.

The following sequence of actions illustrates one way to organize scenario blocks to route a customer to either the last known agent, an IVR menu with the option to leave a voicemail for that agent, or to the next available agent.

Please note this is an example scenario only and not intended for production use. All conditional exits should be defined with actions for production use.


Example scenario in Scenario Builder


Action 1: "Get user configuration" looks up the last known agent

The Get user configuration block finds a specific contact center user and returns the user ID of the last known agent, using variable "lastagent."


The requested user properties are returned


Action 2: Exception Handler's "Try" exit tells the scenario what might generate an exception

The Exception Handler block has two conditional exits: Try and Catch.

Under Exception Handler's "Try" exit, you should enter the sequence of blocks that you predict might generate an exception, block error, or disconnect. In this example, we did so in the following order.


Find Agent

Find Agent looks for the last known agent.


Last-Agent-2-53.PNG


In Find Agent properties, you must also use a "Specific agent" condition to specify which agent needs to be found.

  1. Under "Agent skills required," click add Interval.

  2. Under "Conditions," click add.

  3. From the drop-down menu, select Specific agent.

    Last-Agent10-53.PNG


  4. In the variable value field, enter variable $(item.continuationUserId). This variable is used to pull the last known agent's user ID when service continuation is enabled for your contact center. See the Final Step of this procedure for more information.

    Last-Agent12-53.PNG


Play Prompt

Play Prompt plays the voicemail option voice segment to the caller (e.g., "To leave a voicemail press 1, to speak with an agent now, press 2").


Last-Agent3-53.PNG


Menu

Menu specifies the two available IVR menu options as given in the Play Prompt block (i.e., 1 for voicemail, and 2 for finding an agent).


Last-Agent4-53.PNG


Voicemail

Voicemail tells the system how to encode the voicemail recording, who to deliver it to, and so forth.


Last-Agent6-53.PNG


Goto

Goto jumps to "Find Agent."


Last-Agent7-53.PNG


Action 3: The Exception Handler's "Catch" exit tells the scenario which blocks to use if an exception occurs

After defining the possible blocks that might start an exception, you work on the Catch exit.

Under Exception Handler's "Catch" exit, you should enter the sequence of blocks that you want the scenario to execute if an exception, block error, or disconnect occurs during the Try conditional exit. In this example, we did so in the following order.


Connect Call

Connect Call connects the customer to the last agent.


Last-Agent8-53.PNG


Find Agent

Find Agent finds the next available skilled agent (not the last known agent). There are no special conditions to add in this Find Agent block.


Last-Agent9-53.PNG


Action 4: "Exit" ends the scenario

The Exit block completes the scenario. Without it, the scenario will loop through this configured flow until the customer ends the call.


Action 5: Save your scenario

Be sure to save the scenario with a new name. Closing the browser tab or window will cancel out your work.


Final Step: Enable service continuation

Now that you have completed your scenario, you need to enable service continuation. This allows your contact center system to return an identified contact (i.e., your caller) to the same agent who last helped the caller.

  1. In the Contact Center Administrator application, go to Call Center configuration > Identification.

  2. Enable Enable Service continuation for up to __ hours and specify the number of hours.


Call Center configuration > Identification


For more information, see the Contact Center Administrator Guide, section Identification.

Related Information

Note: It is possible to route additional interaction types from a customer to an agent during an active interaction (e.g., a caller sends an SMS to an agent during the same interaction) using the Find Agent block's wait condition Agent currently handling this interaction.

< Previous | Next >