{"id":5067,"date":"2025-06-03T16:42:22","date_gmt":"2025-06-03T14:42:22","guid":{"rendered":"https:\/\/help.ino.cx\/?post_type=ht_kb&p=5067"},"modified":"2025-06-03T16:42:23","modified_gmt":"2025-06-03T14:42:23","slug":"output-branches-of-distribution-to-queue-action-voice-smart-routing","status":"publish","type":"ht_kb","link":"https:\/\/help.ino.cx\/index.php\/help-center\/output-branches-of-distribution-to-queue-action-voice-smart-routing\/","title":{"rendered":"Output branches of distribution to queue action (Voice smart routing)"},"content":{"rendered":"\n
\"L\u2019attribut<\/figure>\n\n\n\n

[Reading time: 2 minutes<\/em>]<\/p>\n\n\n\n

Overview<\/strong><\/h2>\n\n\n\n

In your voice smart routing, when you use the “distribute interaction to queue<\/em>” action, you are offered several output branches: processed, unprocessed, reference not found, overflow, dissuasion.<\/p>\n\n\n\n

\"\"<\/figure>\n\n\n\n

Prerequisites<\/h2>\n\n\n\n

Create your incoming queue, and add the queue to the desired profiles.<\/p>\n\n\n\n

Main branches<\/h2>\n\n\n\n

After your distribution to queue action, you can use the main output branches:<\/p>\n\n\n\n

    \n
  • processed<\/li>\n<\/ul>\n\n\n\n

    Happens when the agent hangs up and the client stays on the line: the smart routing resumes from this output branch.<\/p>\n\n\n\n

      \n
    • unprocessed\u00a0<\/li>\n<\/ul>\n\n\n\n

      By default, if no overflow or dissuasion branch is configured.<\/p>\n\n\n\n

        \n
      • reference not found<\/li>\n<\/ul>\n\n\n\n

        When you select the \u201cdistribution to queue\u201d action in your voice smart routing, you can select \u201c’I know the queue reference\u201d’.<\/p>\n\n\n\n

        \"\"<\/figure>\n\n\n\n

        If this reference is not found, it is output in the \u2018reference not found\u2019 branch.<\/p>\n\n\n\n

        Overflow and dissuasion<\/h2>\n\n\n\n

        Specific cases may also occur (overflow, dissuasion). If you want to use them, you need to define the conditions in the queues settings.<\/p>\n\n\n\n

        Overflow<\/h3>\n\n\n\n

        When an overflow occurs, the interaction does not enter the queue.<\/p>\n\n\n\n

        Several overflow exit branches can be set up in your voice smart routing:<\/p>\n\n\n

          \n
        • overflow – maximum estimated waiting time<\/li>\n<\/ul>\n

          Set in the Maker > Queues > Settings tab > Maximum estimated waiting time. Between 00:00:30 and 01:00:00.<\/p>\n\n\n

          \"\"<\/figure>\n\n\n\n
            \n
          • overflow – maximum number of waiting interactions<\/li>\n<\/ul>\n\n\n\n

            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.<\/p>\n\n\n\n

            \"\"<\/figure>\n\n\n\n
              \n
            • overflow – no user<\/li>\n<\/ul>\n\n\n\n

              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 :<\/span><\/p>\n\n\n\n

              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.<\/span><\/p>\n\n\n\n

              \"\"<\/figure>\n\n\n
                \n
              • overflow<\/li>\n<\/ul>\n\n\n

                Includes all types of overflow.<\/p>\n\n\n\n

                Dissuasion<\/h3>\n\n\n\n

                A dissuasion triggers the interaction to exit the queue it was in.<\/p>\n\n\n

                Several exit branches can be configured in your smart routing voice:<\/p>\n

                  \n
                • dissuasion – by the user<\/li>\n<\/ul>\n

                  Set in the Maker > Queues > Settings tab > Key for leaving the queue.<\/p>\n

                  <\/p>\n\n\n

                  \"\"<\/figure>\n\n\n
                    \n
                  • dissuasion – maximum wait time reached<\/li>\n<\/ul>\n

                    Set in the Maker > Queues > Settings tab > Enable the maximum waiting time before overflow. If “Yes” selected, time between.<\/p>\n\n\n

                    \"\"<\/figure>\n\n\n\n
                      \n
                    • dissuasion (all types)<\/li>\n<\/ul>\n\n\n

                      <\/p>\n

                      Includes all types of dissuasion.<\/p>\n

                      <\/p>\n\n\n

                      <\/span><\/p>\n","protected":false},"excerpt":{"rendered":"

                      [Reading time: 2 minutes] 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…<\/p>\n","protected":false},"author":5,"comment_status":"closed","ping_status":"closed","template":"","format":"standard","meta":{"footnotes":""},"ht-kb-category":[107],"ht-kb-tag":[],"class_list":["post-5067","ht_kb","type-ht_kb","status-publish","format-standard","hentry","ht_kb_category-configuring"],"_links":{"self":[{"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb\/5067","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb"}],"about":[{"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/types\/ht_kb"}],"author":[{"embeddable":true,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/users\/5"}],"replies":[{"embeddable":true,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/comments?post=5067"}],"version-history":[{"count":12,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb\/5067\/revisions"}],"predecessor-version":[{"id":5089,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb\/5067\/revisions\/5089"}],"wp:attachment":[{"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/media?parent=5067"}],"wp:term":[{"taxonomy":"ht_kb_category","embeddable":true,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb-category?post=5067"},{"taxonomy":"ht_kb_tag","embeddable":true,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb-tag?post=5067"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}