<translate>= How to Create a Basic Scenario = This article describes how to create the most basic type of scenario: one where an agent interacts with a customer.
About
A basic scenario is a foundation upon which a more elaborate scenario can be built. Whether you are creating a chat or voice scenario, there are effectively two types blocks blocks used: for a voice scenario, they are Find Agent and Connect Call; for a chat scenario, they are Find Agent (Chat) and Connect Chat. Per scenario type, the configuration of each block varies; however, the basic actions of "finding an agent" and then "connecting" the customer to that agent are applicable to both chat and voice.
Note that when you configure a basic scenario, the Find Agent block and Connect Call/Chat blocks should always be arranged back-to-back. The reason for this is the Find Agent block will find the agent but it does not open the communication channel; it sets the $(destination) variable and passes it to Connect Chat/Call block.
Chat
A basic chat scenario consists of the Find Agent (Chat) block and Connect Chat block.
Find Agent (Chat)
In the Find Agent (Chat) block, you will specify agent skills so the system knows which agents to find; also, you will specify the wait time and wait condition (i.e, omni-channel routing).
Additionally, you may add an interval. For example, you may want to specify that for the first 30 seconds, transfer the call to any agent with a service capacity of 25% or higher. Note that you can set multiple intervals to look for agents.
Note that it is possible to specify skills from different skill groups, and even multiple services, in only one Find Agent block (i.e., you do not need multiple Find Agent blocks).
Connect Chat
The Connect Chat block allows you to specify a default service destination, an override service destination, and additional settings.
Voice
A basic voice scenario consists of a Find Agent block and a Connect Call block.
Find Agent
Like Find Agent (Chat), Find Agent allows you to specify agent skills, wait time and condition, and transfer interval; however, there are additional settings for the voice elements associated with this block. Specific voice options include Virtual Queue option and prompts.
Connect Call
In the Connect Call block, you can set your destinations and other options such as custom hold music, service announcements, and so forth.
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