Default Chat Inqueue workflow
This workflow is executed when an inbound chat is transferred to a queue. This workflow offers the chat session to idle agents within the primary agent group or, if necessary, an overflow agent group. You can specify the first and any subsequent agent group(s) to be offered the interaction. This default Chat Inqueue workflow provides a template for efficiently routing chat sessions to the agents best suited to handle them.
To better illustrate the workflow’s activities and operations, we recommend you expand the workflow and show all annotations.
- Click the Expand All button.
- Right-click the workflow and select Annotations... > Show all.
Description
The first activity in the Chat Inqueue workflow is a Schedule activity. The schedule activity contains a Business Hours and an After Hours branch. If a chat arrives in queue from Monday to Friday between 9:00 AM and 5:00 PM, the Business Hours branch is followed. If a chat is received after business hours, the After Hours branch is followed. To configure the Schedule activity with the contact center’s business hours, see "Routing interactions with the Schedule activity".
The After Hours branch contains a Say activity programmed with a dedicated auto-response message. The Say activity sends a greeting to the interaction that states: “Hello, and thank you for contacting us. Our chat queues are currently closed. Please try again during our regular business hours. Thank you.” To reconfigure the Say activity’s message, see "Responding to interactions with the Say activity". The next activity in the After Hours branch is an End Session activity, which ends the chat session with the interaction. The branch continues to a Terminate workflow activity, which ends the workflow.
The Business Hours branch contains a Say activity. The Say activity sends a greeting to the interaction that states: “One moment while we check for an available agent.” To reconfiguring the Say activity’s message, see "Responding to interactions with the Say activity".
The next activity in this workflow is the Offer to Agent Group activity. This activity offers the chat session to the configured agent group for the activity, in this example named ‘Primary Agent Group’. After you configure this activity with an agent group, it will offer the chat to that group first. An agent group must be associated to the activity. To specify agent groups to be offered chat sessions for the queue, see "Routing interactions with the Offer to Agent Group activity".
The default workflow does not make use of the Interval branch. For more information on this branch, see "Routing interactions with the Offer to Agent Group activity".
If there are available agents in the primary agent group, the chat request is routed to the Agent Available branch. This branch contains an Offer to Agent activity that sends the chat to the agent’s Ignite client. The system evaluates which available agents have the highest skill level and, of these, pushes the chat to the agent who has been the longest idle. If the chat is successfully offered to the agent, the Success branch is followed and a Terminate activity ends the Inqueue workflow. If it fails to be offered to an agent, it is routed to the Failure branch which contains a Go To activity that loops back to the Offer to Agent Group activity and the system searches for another available agent in the group.
If the overflow timer for the Offer to Primary agent group activity is exceeded, the chat session is routed down the Overflowed branch to the next Offer to Agent Group activity.
By default, the Overflow Time in the Properties pane is set to 5 minutes. If you do not want to direct chats to an overflow group, set the Offer to Agent Group’s Overflow Timer to 0, select the ‘Do Not Allow Overflow’ check box, and delete the following Offer to Agent Group activities. For more information on modifying the overflow timer, see "Routing interactions with the Offer to Agent Group activity".
If the chat session is removed while sitting in queue before reaching an agent, the Completed branch is followed and a Terminate activity ends the workflow.
The next three activities in this workflow are Offer to Agent Group activities. There are three Offer to Agent Group activities in the workflow, the agent groups configured with each activity functioning as 1st to 3rd Overflow groups. These activities are identical in configuration to the first Offer to Agent Group activity. The third and final Offer to Agent Group activity is configured to prevent overflow, preventing chats from failing to route to an agent group. These activities can be safely deleted from the workflow, if desired. The fourth and final Offer to Agent Group activity is configured to prevent overflow, preventing chats from failing to route to an agent group. Verify that the ‘Do Not Allow Overflow’ check box is selected in the Properties pane and that the Overflow Time is set to 0:00:00.