In some cases, you might want to route calls to certain agents, but need to have the routing logic to "overflow" to alternative agents if none of the preferred agents are available. This workflow example shows how you can leverageskills in omnichannel routingand triggers to route incoming calls to a particular agents but overflow to other agents if necessary.
This recipe uses omnichannel routing, skills, and triggers.
Workflow goal
Your company currently routes all billing-related calls to agents in the Billing group. Now that they're using omnichannel routing, they also want to use the country code from which the call is originating to direct calls to agents within the Billing group that have the necessary language skills and overlapping timezones. If no agents with the matching skill are available, you want the call to go to an agent in the Billing group without the matching skill.
Using omnichannel routing for calls
Before deciding how to route calls, it's important to understand the ticket creation process. When you useomnichannel routing, a ticket is created for the call as soon as it enters the queue. That means you can run triggers on incoming calls before it is answered. If you choose not to use omnichannel routing, tickets are created for calls after the call is answered by an agent, and triggers can't be run against the incoming calls until the ticket is created. That means omnichannel routing is the only way you can use triggers to influence call routing.
Creating a group of agents to handle billing calls
Groupscollect agents together, allowing admins to manage agent ticket assignments based on an agent's skills and experience.
- InAdmin Center, click
Peoplein the sidebar, then selectTeam > Groups. - ClickCreate group.
- Enter a group name. In this example, we'll useBilling.
- 选择您想要添加的代理。
- (Enterprise only) If you want tomake this group private, clickMake this group private.
- ClickCreate group.
- Create a process, such as atrigger, to assign billing-related calls to the Billing group.
Defining the billing language skills
There are three parts to creating new skills: create a skill type, add skills to the skill type, and assign the skills to agents. Before doing this, it's a good idea to make sure youunderstand what skillsare and how they can be used.
- InAdmin Center, click
Objects and rulesin the sidebar, then selectBusiness rules > Skills. - Create a skill typenamedBilling Language.
- Add each skill within theBilling Languageskill type. For example,Billing_ENandBilling_FR.
- While adding each skill, underAgents, clickMangageandassign each agent with the respective language and location.
Each skill must be assigned to at least one agent.
Using a trigger to assign the skill to incoming calls
After you create skills and assign them to agents, you have to create a process for assigning the skills to incoming calls. The best way to do this is via triggers, which can be used to manage skills when the ticket is created or updated. SeeAdding and managing skills on tickets.
Ticket created for incoming calls include a comment with the phone number of the caller. That means you can use the country code to predict the language and cultural skills required to handle the ticket.
- InAdmin Center, clickObjects and rulesin the sidebar, then selectBusiness rules > Triggers.
- Createoredita trigger.
- UnderConditions, specify the conditions under which you want the skill to be added. For example:
- Ticket > Channel>Is>Phone call (incoming)
- Ticket > Group>Is>Billing
- Ticket > Comment text>Contains at least one of the following words>Call from: +33
- UnderActions, selectAdd skillsorSet skillsand then select the individual customer skill you want to assign, such asBilling_FR.
- ClickSave.
Configuring omnichannel routing skill settings
As soon as you create skills and start assigning them to agents and tickets, they can influence routing. However, omnichannel routing won't consider skills until you turn it on in yourrouting configuration.
- InAdmin Center, clickObjects and rulesin the sidebar, then selectOmnichannel routing > Routing configuration.
- On theRouting Configurationpage, clickEditnext to the Initial routing configuration.
- On theInitial routing configurationpage, selectTurn on skills-based routing.
- SelectTurn on skills timeoutand specify skill timeout thresholds for each channel.Note:You must turn on skills timeout for calls to "overflow" or "fall back" to other agents without the matching skills. Otherwise, calls remain in the queue until an agent with the matching skills becomes available or the call is sent to voicemail.
当你使用中描述的配置article, billing-related calls from specific country codes are routed first to agents with the matching language and culture skills but will overflow to any agent in the Billing group if all agents with the skill are unavailable for the duration of the skills timeout you specified.
1 Comments
HiJacquelyn Brewer,
I have tried to do all the above, but still have some flaws in it. If we implement it, and a customer calls in, when only agents without the skill is available, the call doesn't go through to any agents. First when an agent with the skill goes online, or an agent without the skill goes online after the timeout has passed, it gets routed to a person.
So if a customer is calling while we have 2 agents available (both without the skill needed), this call ends in a queue without anybody being able to answer the call at any time. Not even after the timeout has passed they will receive the call - they kind of have to "tell" the system that they are available, by going to a different status and then online again and then they receive the call (this works only after timeout has passed).
Pleasesign into leave a comment.