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Used in Breakouts and Configuring breakoutsUsing Interaction Architect you can configure various breakout options. The following types of breakouts are available:- Voluntary breakouts. Voluntary breakouts enable a caller to voluntarily break out of the queue. To break out of the queue, the caller presses a key on their keypad. ContactWorld routes the call to the applet that corresponds to the pressed key.
- No Agents Breakout. If you configure a No Agents Breakout and no appropriately skilled (where relevant) agents are logged in to handle calls, ContactWorld routes calls to another applet.
- Queue length breakout. If you configure a breakout based on queue length, when a queue reaches its maximum length, ContactWorld routes any new calls entering the queue to another applet.
- Queue duration breakout. If you configure a breakout based on queue duration, when an interaction has been in the queue for the maximum length of time, ContactWorld routes the interaction to another applet.
- Estimated Wait Time Breakout. If you configure a break out based on estimated wait time, if the estimated wait time for a call exceeds the configured breakout time, ContactWorld routes the call to another applet.
Most breakouts apply only to calls; queue duration breakouts apply to all types of interactions.