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Overview
In your voice smart routing, when you use the “distribute interaction to queue” action, you are offered several output branches: processed, unprocessed, reference not found, overflow, dissuasion.
Prerequisites
Create your incoming queue, and add the queue to the desired profiles.
Main branches
After your distribution to queue action, you can use the main output branches:
- processed
Happens when the agent hangs up and the client stays on the line: the smart routing resumes from this output branch.
- unprocessed
By default, if no overflow or dissuasion branch is configured.
- reference not found
When you select the “distribution to queue” action in your voice smart routing, you can select “’I know the queue reference”’.
If this reference is not found, it is output in the ‘reference not found’ branch.
Overflow and dissuasion
Specific cases may also occur (overflow, dissuasion). If you want to use them, you need to define the conditions in the queues settings.
Overflow
When an overflow occurs, the interaction does not enter the queue.
Several overflow exit branches can be set up in your voice smart routing:
- overflow – maximum estimated waiting time
Set in the Maker > Queues > Settings tab > Maximum estimated waiting time. Between 00:00:30 and 01:00:00.
- overflow – maximum number of waiting interactions
Set in the Maker > Queues > Settings tab > Enable checking the number of waiting interactions. As a number of interactions or as a percentage of connected users.
- overflow – no user
If there is no agent connected and who has the right to this queue, you can choose to overflow or to send the interaction to the queue anyway. If you choose overflow :
Set in the Maker > Queues > Settings tab > Strategy when no advisor is connected > Overflow > Choose if you want to count the advisors who do not have the flow enabled.
- overflow
Includes all types of overflow.
Dissuasion
A dissuasion triggers the interaction to exit the queue it was in.
Several exit branches can be configured in your smart routing voice:
- dissuasion – by the user
Set in the Maker > Queues > Settings tab > Key for leaving the queue.
- dissuasion – maximum wait time reached
Set in the Maker > Queues > Settings tab > Enable the maximum waiting time before overflow. If “Yes” selected, time between.
- dissuasion (all types)
Includes all types of dissuasion.