How to create a Smart routing: email

Overview

We have previously covered the operation of Smart routings and actions for voice, we will now detail those for the channel.

Prerequisites

Depending on what you want to do, the pre-set actions in the Maker.
- Example: the value tables and/or variables to be used.
- Queues are very often used in smart routings.

Configuring

Adding actions

From the basic action (Start), you can add as many as you want, and use the branches of each to manage every eventuality.

For example, what happens if you transfer a customer into a queue, but all the agents are busy for the day/week?

Once added, each action has specific branches and can be linked to others.

Actions: email

In this section, we will review and explain all the actions you can use in an email Smart routing. They will be presented in thematic categories.

Actions and action tree

Start

The entry point, which materializes the beginning of every Smart routing.

Its only output branch is: “OK”.

Load sharing

You can use this action to distribute a load between several actions (up to 10), to favour certain choices.

⚠️ Load sharing between several queues should not be confused with their respective weights ⚠️.

Its output branches are: link 1 to 10, no link.

Node

Used with the links, the node allows you to combine several actions into one. For example: overflow, busy agent, etc. The node also simplifies the visual aspect of a Smart routing with many links.

Its output branch is: OK.

Campaigns

Insert a target into a voice campaign

This action allows to insert a target in a voice campaign (after a keyword detection, for example), either by selecting it in the menu or its reference. It is also possible to check if the insertion creates (or not) a duplicate, to fill in another phone number (e.g. personal phone), to program a start date, a priority level and to choose a target template and fields.

This action depends on what you have configured in the campaigns.

The output branches are: OK, duplicate, reference not found, invalid reference, error.

Insert a target into an SMS campaign

This action works in the same way as the insertion in a voice campaign. For more information on SMS campaigns, see the dedicated article.

The output branches are: OK, duplicate, reference not found, invalid reference, error.

Cases & CRM (INO)

Assign the interaction to a case

With the case reference, you can assign a current interaction to it, just as it is possible to do it manually during or after an interaction in the Banner.

The output branches are: OK, not found.

Assign the interaction to a CRM (INO)

For this action, the INO CRM parameters you have to take into account are more numerous, with the possibility of creating a new sheet (if it does not already exist), matching all or part of the assertions, the fields to be matched, etc.

The output branches are: OK, not OK, not found.

Create a new case and assign it to the interaction

From the case type or its reference, you will be able to create a new one and assign it to the interaction, provided you also enter a title. This allows you to automate the action that can be done from the Banner during or after the interaction.

The output branches are: OK, not found.

Deallocate the interaction case

Regardless of the reason (dispute closed, payment completed, etc.), you can de-assign the interaction case.

The output branch is: OK.

Checks and controls

Control nth contact

This action allows you to treat diffirently a customer who tries to contact you several times over a given period, to comply with the first contact resolution for example. You can adjust the criteria (have the emails been handled?), and the branches will then help you to redirect the client to a priority queue or a specific agent.

The output branches are: link 1 to 10, no link.

Check the number of loops

How many times has the client passed in the branch(es) (queues, distribution to agent, etc.)? This action makes it possible to check and, if necessary, stop the client in order to redirect them elsewhere: priority queue, agent, another Smart Routing, etc. The counter can then be reset to zero, or not.

The output branches are: lower or equal, higher.

Check priority

This action analyzes with which type of priority an email has been received, in order to be able to process it in the best way.

The output branches are: high, medium, low, default.

Check language

Use this action to direct your incoming emails to the right queue or agent.

The output branches are: the possible languages.

Data

Assign values to variables

With this action, you will use the variables you have created in the dedicated module: this allows you to retrieve various informations and/or to reuse them later, during a concatenation for example.

Once you have chosen the variable from the drop-down menu, you will need to select the field(s), and enter the new value to be retrieved, which can be in the form of an INO variable.

The output branches are: OK, error.

Fill variables from a database

Again, it is a matter of using a database that you created earlier in Maker, with the degree of accuracy that you want: should all the conditions be met, or only one of them? The complexity will depend on the fields in the database.

The output branches are: OK, not found.

Table of values

Once the table of values is loaded via the drop-down menu, you will need to enter the match reference (to link the interaction to the table), as well as the variable in which to store the corresponding value.

The output branches are: OK, reference not found, no value.

Save values in a database

You may use this action to choose the database in which to save the data, then the field(s) and the associated value (with INO variable).

The output branches are: OK, not OK.

Test one/several values

With this action you can perform simple or complex tests, depending on the variable and operator you use.

The output branches are: yes, no, error.

Distribution

Distribute to a queue

This action allows you to select a queue or a distribution group that you have set up beforehand. It is also possible to do it either by their reference.

Reminder: applicable strategies and thresholds can be changed at any time in the queue.

The output branches are: maximum number of waiting calls reached, no user, OK, deterrence by user, maximum estimated waiting time

Distribute to a user/agent

Here again, several options will be proposed to determine how the client will be connected with the agent: with his user (to be chosen from a drop-down menu), their reference, or by selecting the ” favorite agent ” option which is also present in the queues.

The output branches are: OK, error, no response, reference not found.

Distribute to a Smart routing

If you want to redirect a customer to another Smart Routing, you can select it here in a drop-down menu or enter its reference: it will act as a gateway. Before distributing to a Smart Routing, make sure you have put the version of your choice into production.

The output branches are: OK, reference not found, error.

Interconnection

Web service

This action allows you to use a Web service that you have previously configured in the dedicated Maker module. A Web service is used for client recognition: for example, a client can be recognized and sent to an agent instead of going through the queue. It is a way to use a client database to gain time and efficiency.

The output branches are: opened, not OK, reference not found.

Quality management

Survey

With this action, you can direct a client to a survey that you have previously created in the Maker during the post-interaction. Surveys’ philosophy is a bit like Smart routings’, with multiple branches.

The output branches are: OK, reference not found, error.

Sending

Send an email

With this action, you can send an email as an outbound or basic interaction, and in an email or omnichannel queue. It can be useful to send an automatic alert email to a supervisor, for example.

The output branches are: OK, reference not found, error.

Send an SMS

This action works on the same principle as sending an SMS, with its queue.

The output branches are: OK, reference not found, error.

Time and dates

Date and time (retrieval and calculation)

This action allows you to configure how you want to retrieve the date and time (from an action or a variable) and what you want to do with it: add it to another data, subtract it, modify it, nothing?
You will also have to choose in which variable to store the result.

The output branches are: OK, not OK.

Test if the week is even or odd

In order to use your calendars according to the type of week.

The output branches are: odd, even.

Test a calendar

Use this action to orient your customer in the best way. For example: play a message if they call outside of business hours.

The output branches are: open, not OK, reference not found.

Tips

You can see the history of performed actions in the left panel.

Preview

Here is an example previously used in this article: the priority level control places the email in the right queue.

Here, you have:

A first check.
A distribution to queue according to the level of importance.
The 3 above-mentioned queues.
An automatic email if no agent is connected.

Use case

My request: I want to create a Smart routing that manages the following:

priority emails are handled by an agent, and forwarded to the VIP SR if no one is available.
normal and low priority emails are sent to a their own queues. If no agent is available, there will be a case for them to consult.
if a client goes through the branches several times and triggers the SLA levels, it must be redirected to a specific queue.

Proposal: first, a loop check and a distribution to the adequate queue if your customer is entering the SR once again.

Then, a priority check and subsequent distribution to the right queue or to the agent. If they are not connected, a case will be created.

Finally, the redirection to your VIP Smart routing if the agent is unavailable.

We will also anticipate the following situations: deterrence and agent unavailability.

Step-by-step process:

Open the Maker.
Go to “Routing”, then “Email”.
Create your Smart routing and open it.
Create the loop check, and define the threshold at which a client will be redirected to the priority queue. Here we have set “1”.
Add your priority queue in the “Superior” branch.
Add your priority check in the “Inferior” branch.
Add your 2 corresponding queues to the “Low” and “Normal” branches.
Add your “Distribute to agent” action to the “High” branch.
Add your “Distribution to a Smart routing” to the “No response” branch of your “Distribution to agent” action.
Add the “Create a new case” action in the “Deterrence” branch of the normal priority queue.
Add the “Send an email” action to the “No agent” branch of the low priority queue.
Now that all your branches are created, it’s time to link them.
Click on your “Low” queue and drag the blue arrow to the “Deterrence” case action. Select the correct branch. Repeat the process for the “High” action and select “Error”.
Link your “Normal” queue to the “No agent” action, and choose the eponymous branch. That way, you will manage most of the possible outcomes.
You Smart routing is ready, congratulations 🎉!