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How can I ensure that NewVoiceMedia routes an interaction to a specific agent?
If you want to ensure that a specific agent handles an interaction, configure your interaction plan to route the interaction to the agent's personal queue. For more information about personal queues, see Personal queues.
You set up personal queues in a Skill Tagger applet. For information about Skill Tagger applets, see Skill Tagger applet.
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Before you can set up the personal queues, you must create three data sources. These data sources are placeholders for actual values that are determined at run time. Each data source contains one of the following values:
- The ID of the target agent. This ID is the agent's NewVoiceMedia platform ID. Or the ID is the Salesforce ID that corresponds to the agent's NewVoiceMedia platform account if using NewVoiceMedia in Salesforce.
- The logged in timeout. The time in seconds for which NewVoiceMedia will try to route the interaction to the specified agent when the agent is logged in to the NewVoiceMedia platform. After this time, NewVoiceMedia will route the interaction as configured in the interaction plan.
- The logged out timeout. The time in seconds for which NewVoiceMedia will try to route the interaction to the specified agent when the agent is logged out of the NewVoiceMedia platform. After this time, NewVoiceMedia will route the interaction as configured in the interaction plan. This timeout is less relevant for calls than other types of interactions. If an agent is not logged in, a caller does not want to wait for long for an agent to answer their call.
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The Skill Tagger applet will use data in these data sources to determine which agent to route an interaction to, at run time.
After you have created the three data sources, to configure a personal queue, perform the following steps:
- Create a Skill Tagger applet. For information about creating an applet, see Creating an applet. A new Skill Tagger applet appears.
- In the Personal Queue Data Sources section, provide the following information:
- In the Agent Id list, select the data source that will contain the ID of the target agent at run time.
- In the Logged In Timeout list, select the data source that will contain the logged in timeout at run time.
- In the Logged Out Timeout list, select the data source that will contain the logged out timeout at run time.
- If you want NewVoiceMedia to route personal queue interactions to agents if they are in an 'Away' or 'Extended Away' state, select the Interrupt Agent in 'Away' state check box.
- Optionally configure skill requirements in the Skill Requirements section. For information about setting up skill requirements, see Tagging interactions with a skill or skills.
- In the Next Applet list click the applet that NewVoiceMedia routes the interaction to next.
- To save your changes, click Update.
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Your Skill Tagger must be part of a complete interaction plan that ends with an Automatic Call Distributor (ACD) applet. This ACD applet must behave as a skills based router, that is, a Universal Contact Distributor (UCD) applet. For information on UCD applets, see Automatic Call Distributor (ACD) or Universal Contact Distributor (UCD) applet.
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| NewVoiceMedia must route interactions through the applets which populate the data sources, before the Skill Tagger applet needs them. |
Example interaction plan
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The following visualization shows an interaction plan that routes calls to the specified agent's personal queue: The plan includes the following applets:
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