How can I ensure that ContactWorld 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.
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 ContactWorld ID. Or the ID is the Salesforce ID that corresponds to the agent's ContactWorld account if using ContactWorld in Salesforce.
- The logged in timeout. The time in seconds for which ContactWorld will try to route the interaction to the specified agent when the agent is logged in to ContactWorld. After this time, ContactWorld will route the interaction as configured in the interaction plan.
- The logged out timeout. The time in seconds for which ContactWorld will try to route the interaction to the specified agent when the agent is logged out of ContactWorld. After this time, ContactWorld 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.
You can use any applet that stores data in a data source to create the data sources. The following applets create data sources:
- Data Connector applet. For information about the Data Connector applet, see Data Connector applet.
- IVR Collect Digit applet. For information about the IVR Collect Digit applet, see IVR Collect Digit applet.
- IVR Collect Digit String applet. For information about the IVR Collect Digit String applet, see IVR Collect Digit String applet.
- IVR Set Menu Digit applet. For information about the IVR Set Menu Digit applet, see IVR Set Menu Digit applet.
- IVR Set Menu String applet. For information about the Set Menu String applet, see IVR Set Menu String applet.
- Set Data Source applet. For information about the Set Data Source applet, see Set Data Source applet.
You can also use an existing data source; by default, all calls have the following data sources available:
- Call Guid
- CLID
Dialled Number
The Dialled Number (
$(DialledNumber)) data source contains the ID of the interaction plan rather than its phone number. The ID and the phone number will often be the same, but this is not guaranteed. Therefore you should not use$(DialledNumber)to indicate the number dialed by the caller.- Language
First Agent ID
First Agent ID is only populated after Vonage Contact Center has routed the call through an ACD applet to an agent.
- DisplayName. By default, DisplayName contains the CLID of the inbound caller. For information about using a custom value in the DisplayName data source, see Setting a display name for an inbound interaction.
- InteractionOutcome. By default, InteractionOutcome contains the outcome of the interaction. For information about interaction outcomes, see Interaction outcomes.
- Interaction Start Time. The time, in UTC, that the interaction starts. For callbacks, InteractionStartTime will be the start of the original interaction.
If you use a post-call named route for post-interaction processing, all data sources configured at the time the interaction finishes (including InteractionOutcome) are available to the target named route.
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 Agent Id list in the Personal Queue Data Sources section, select the data source that will contain the ID of the target agent at run time.
In the Logged In Timeout list in the Personal Queue Data Sources section, select the data source that will contain the logged in timeout at run time.
In the Logged Out Timeout list in the Personal Queue Data Sources section, select the data source that will contain the logged out timeout at run time.
- Optionally configure skill retirements 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 ContactWorld routes the interaction to next.
- To save your changes, click Update.
You can now continue to configure your interaction plan.