DES/Current/Designer/RouteAgent - Revision history

Brian.marshall@genesys.com: Published

2021-09-07T17:37:29Z

Published

Brian.marshall@genesys.com: Published

2021-09-03T22:12:18Z

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Ed.jamer@genesys.com: Ed.jamer@genesys.com moved page PEC-ROU/Current/Designer/RouteAgent to DES/Current/Designer/RouteAgent: Text replacement - "PEC-ROU/Current/Designer/" to "DES/Current/Designer/"

2021-04-21T13:57:46Z

Ed.jamer@genesys.com moved page PEC-ROU/Current/Designer/RouteAgent to DES/Current/Designer/RouteAgent: Text replacement - "PEC-ROU/Current/Designer/" to "DES/Current/Designer/"

WikiSysop: Text replacement - "\|Platform=([^\|])GenesysEngage-onpremises([\|])" to "|Platform=$1GenesysEngage-cloud$2"

2020-07-25T02:33:24Z

Text replacement - "\|Platform=([^\|]*)GenesysEngage-onpremises([\|]*)" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|])PureEngage([\|])" to "|Platform=$1GenesysEngage-onpremises$2"

2020-07-15T11:45:44Z

Text replacement - "\|Platforms?=([^\|]*)PureEngage([\|]*)" to "|Platform=$1GenesysEngage-onpremises$2"

Bgrenon: Published

2020-06-08T15:23:48Z

Published

New page

{{Article
|Standalone=No
|DisplayName=Route Agent Block
|TocName=Route Agent Block
|Context=This block enables you to route to an agent based on the specified Agent ID and Virtual Queue, Agent Login and SIP Switch, or Last Called Agent.
|ComingSoon=No
|Platform=PureEngage
|Role=Administrator
|Application=Designer
|Prereq=
|Section={{Section
|sectionHeading=
|anchor=
|alignment=Vertical
|Media=
|image=
|structuredtext=You can use the '''Route Agent''' block in the '''Assisted Service''' phase to route calls to an agent based solely on:

*a specified '''Agent ID''' and '''Virtual Queue'''
*a specified '''Agent Login''' and '''SIP Switch''', or
*the '''Last Called Agent''' that the caller spoke to

To route calls based on skills and other criteria, use the {{Link-SomewhereInThisManual|topic=RouteCall|anchor=top|display text=Route Call block}}.

You can sequentially place multiple '''Route Agent''' blocks with different settings, so that if routing fails in one block, your application proceeds to the next block. When a '''Route Agent''' block successfully routes the call to an agent, the application moves to the '''Finalize''' phase, ignoring any subsequent blocks in the '''Assisted Service''' phase.

{{NoteFormat|The '''Route Agent''' block can only be used to route voice calls. It does not support the routing of chat interactions.}}
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Agent Routing tab
|anchor=AgentRoutingtab
|alignment=Vertical
|Media=
|image=
|structuredtext====Agent Routing===
Select a Routing type:

*'''Agent ID''' - Select the '''Agent ID''' (specified as a variable) and '''Virtual Queue''' that the call will be routed to.

*'''Agent Login''' - Select the '''Agent Login''' (specified as a variable) and '''SIP Switch''' (where the selected agent is logged on, also specified as a variable) that the call will be routed to.

*'''Last Called Agent''' - Select this option to route the call to the agent that the caller last spoke with.

{{NoteFormat|If you select the '''Last Called Agent''' option, you must also select the '''Enable Customer Profile''' option in the {{Link-SomewhereInThisManual|topic=ApplicationsBar|anchor=Contextual_Data_tab|display text=Contextual Data tab}} of the Application Settings.}}

===Other Routing Settings===

*'''Overall timeout''' - If enabled, you can specify how long the application must wait before moving on to the next block. Optionally, you can enable the check box to specify a variable.
*'''Route only if the Agent is ready''' - If enabled, a call is routed to an agent only if his status is set to Ready. If disabled, the call is routed to an agent regardless of his status.
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Treatments tab
|anchor=Treatmentstab
|alignment=Vertical
|Media=
|image=
|structuredtext=Specify a busy treatment to execute while waiting for an agent to become available. You can choose to play {{Link-SomewhereInThisManual|topic=MediaResources|anchor=top|display text=audio}} and/or execute a {{Link-SomewhereInThisManual|topic=SharedModulesBar|anchor=top|display text=shared module}}.

*{{Link-SomewhereInThisManual|topic=Blocks|anchor=treatments|display text=Learn more about busy treatments}}

{{NoteFormat|After a busy treatment has been executed at least 10 times, Designer exits the '''Route Agent''' block and moves to the next block if the average duration of the treatment is less than 1000 ms (for example, due to a missing audio file).}}

===Audio===
Click '''Add Audio''' to add a {{Link-SomewhereInThisManual|topic=PlayMessage|anchor=top|display text=Play Message}} child block underneath this '''Route Agent''' block. The collection of audio plays repeatedly until the call is successfully routed or times out.

===Shared Module===
Click '''Add Module''' to add a {{Link-SomewhereInThisManual|topic=SharedMod|anchor=top|display text=Shared Module}} child block underneath this '''Route Agent''' block. In the child block, you can select a shared module to execute.

A potential use case is to execute a shared module based on a specified set of conditions that can change over time and respond to external factors. For example, you might use a shared module that can play one announcement for callers if the estimated wait time (EWT) is beyond a certain threshold, and another announcement for when they are the next caller in the queue. To set up this feature:

<ol>
<li>In the application, create a user variable, <tt>ewt</tt>, and set its default value to <tt>0</tt>.</li>

<li>Create a '''Self Service''' type shared module.</li>

<li>In the shared module, create a user variable, <tt>ewt</tt>, and set its default value to <tt>0</tt>.</li>

[[File:des_routecall_treatments6.png|border|center|link=]]

<li>In the '''Self Service''' phase of the shared module, add a '''Segmentation''' block. Add the conditions as shown below:</li>

[[File:des_routecall_treatments3.png|border|center|link=]]

<li>Add two '''Play Message''' blocks as child blocks of the condition blocks, and add an '''Assign Variables''' block at the end. Your shared module should appear as shown below:</li>

[[File:des_routecall_treatments1.png|border|center|link=]]

<li>Configure the first '''Play Message''' block. An example is below:</li>

[[File:des_routecall_treatments4.png|border|center|link=]]

<li>Configure the second '''Play Message''' block. An example is below:</li>

[[File:des_routecall_treatments5.png|border|center|link=]]

<li>Configure the '''Assign Variables''' block as shown below:</li>

[[File:des_routecall_treatments2.png|border|center|link=]]

<li>In your application, select the '''Route Agent''' block and click the '''Treatments''' tab.</li>

<li>Click '''Add Module'''. A child '''Shared Module''' block appears beneath the '''Route Agent''' block.</li>

<li>In the child '''Shared Module''' block, select the shared module that you created in Step 2.</li>

</ol>

The application passes '''ewt''' to the shared module, along with the system variables, which includes '''EWT'''. The shared module compares '''ewt''' and '''EWT''' in the '''Segmentation''' block and executes a '''Play Message''' block, depending on which variable is larger. At the end, the shared module sets '''ewt''' to '''EWT''' before returning to the application.
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Advanced tab
|anchor=Advancedtab
|alignment=Vertical
|Media=
|image=
|structuredtext====Targeting===
====Use Agent Status====
If checked, the routing engine uses the '''status''' flag to route the call to an agent. If not checked, the routing engine uses the '''loggedin''' flag to route the call to an agent.

{{NoteFormat|This check box has no effect if you enabled the '''Route only if the Agent is ready''' check box in the '''Agent Routing''' tab.}}

====Threshold Expression====
This option enables you to use an ECMAScript (or JavaScript) expression to further refine a routing threshold for the specified target(s). Threshold expressions for the '''Route Agent''' block can be used for the following routing types:

*Agent ID
*Agent Login
*Last Called Agent

Threshold expressions can contain variables or reference queue-specific values, such as ''sdata(target, statistic)'' or ''callage()''. Strings must be enclosed in single quotes. For
example:

[[file:des_route_call_thresh_exp.png]]

For more information about using ECMAScripts in Designer, see {{Link-SomewhereInThisVersion|manual=Designer|topic=Variables|anchor=AssignVar|display text=Assigning values to variables}}.

{{NoteFormat|For routing types that have multiple targets, the script defined in '''Threshold Expression''' applies to all targets.}}

===Extensions===
Click '''Add Extension Data''' to add an extension as a key-value pair to this block. The value type can be a string or integer.

If you want to use a variable for the '''Key''' or '''Value''', select the '''Variable''' checkbox and then select a variable from the drop-down menu. If the '''Value''' is an integer, select the '''Integer''' checkbox.

{{NoteFormat|You do not need to enclose extension values in quotes. However, if the quote is part of the value, you must escape the quote character by using a preceding backslash. For example:
*Incorrect: <tt>Joe's Pizza</tt>
*Correct: <tt>Joe\'s Pizza</tt>}}

{{NoteFormat|Designer displays an error message if Extension Data is added, but the '''Key''' and '''Value''' settings are not defined.}}

This example shows a few different ways that key-value pairs can be added as extensions:

[[file:des_add_extension_example.png]]
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Results tab
|anchor=Resultstab
|alignment=Vertical
|Media=
|image=
|structuredtext=Select a variable to store the result of this '''Route Agent''' block execution.
|structuredtextwide=
|FAQHeading=
|Status=No
}}
}}

@@ Line 121: / Line 121: @@
 [[file:des_route_call_thresh_exp.png]]
-For more information about using ECMAScripts in Designer, see {{Link-SomewhereInThisVersion|manual=Designer|topic=Variables|anchor=AssignVar|display text=Assigning values to variables}}.
+For more information about using ECMAScript in Designer, see {{Link-SomewhereInThisVersion|manual=Designer|topic=ECMAScript|display text=ECMAScript Expressions}}.
 {{NoteFormat|For routing types that have multiple targets, the script defined in '''Threshold Expression''' applies to all targets.}}
 ===Extensions===
 Click '''Add Extension Data''' to add an extension as a key-value pair to this block. The value type can be a string or integer.
-The '''Use JSON format''' option allows certain special characters to be used in extensions, such as full stops (.), single quotes ('), double-quotes ("), and At signs (@).
+If you want to use a variable for the '''Key''' or '''Value''', select the '''Variable''' checkbox and then select a variable from the drop-down menu. If the '''Value''' is an integer, select the '''Integer''' checkbox.
-If you want to use a variable for the '''Key''' or '''Value''', select the '''Variable''' checkbox and then select a variable from the drop-down menu. If the '''Value''' is an integer, select the '''Integer''' checkbox.
+You do not need to enclose extension values in quotes. However, if the quote is part of the value, you must escape the quote character by using a preceding backslash. For example:
 *Incorrect: <tt>Joe's Pizza</tt>
-*Correct: <tt>Joe\'s Pizza</tt>}}
+*Correct: <tt>Joe\'s Pizza</tt>
 {{NoteFormat|Designer displays an error message if Extension Data is added, but the '''Key''' and '''Value''' settings are not defined.}}

@@ Line 8: / Line 8: @@
 |Role=Administrator
 |Application=Designer
 |Section={{Section
 |alignment=Vertical
 |structuredtext=You can use the '''Route Agent''' block in the '''Assisted Service''' phase to route calls to an agent based solely on:
@@ Line 26: / Line 21: @@
 {{NoteFormat|The '''Route Agent''' block can only be used to route voice calls. It does not support the routing of chat interactions.}}
 |Status=No
 }}{{Section
@@ Line 33: / Line 26: @@
 |anchor=AgentRoutingtab
 |alignment=Vertical
 |structuredtext====Agent Routing===
 Select a Routing type:
@@ Line 44: / Line 35: @@
 *'''Last Called Agent''' - Select this option to route the call to the agent that the caller last spoke with.
-{{NoteFormat|If you select the '''Last Called Agent''' option, you must also select the '''Enable Customer Profile''' option in the {{Link-SomewhereInThisManual|topic=ApplicationsBar|anchor=Contextual_Data_tab|display text=Contextual Data tab}} of the Application Settings.}}
+{{NoteFormat|If you select the '''Last Called Agent''' option, you must also select the '''Enable Customer Profile''' option in the {{Link-SomewhereInThisVersion|manual=Designer|topic=ApplicationSettings|anchor=contextual_data|display text=Contextual Data tab}} of the Application Settings.|}}
 ===Other Routing Settings===
@@ Line 50: / Line 41: @@
 *'''Overall timeout''' - If enabled, you can specify how long the application must wait before moving on to the next block. Optionally, you can enable the check box to specify a variable.
 *'''Route only if the Agent is ready''' - If enabled, a call is routed to an agent only if his status is set to Ready. If disabled, the call is routed to an agent regardless of his status.
 |Status=No
 }}{{Section
@@ Line 57: / Line 46: @@
 |anchor=Treatmentstab
 |alignment=Vertical
 |structuredtext=Specify a busy treatment to execute while waiting for an agent to become available. You can choose to play {{Link-SomewhereInThisManual|topic=MediaResources|anchor=top|display text=audio}} and/or execute a {{Link-SomewhereInThisManual|topic=SharedModulesBar|anchor=top|display text=shared module}}.
@@ Line 111: / Line 98: @@
 The application passes '''ewt''' to the shared module, along with the system variables, which includes '''EWT'''. The shared module compares '''ewt''' and '''EWT''' in the '''Segmentation''' block and executes a '''Play Message''' block, depending on which variable is larger. At the end, the shared module sets '''ewt''' to '''EWT''' before returning to the application.
 |Status=No
 }}{{Section
@@ Line 118: / Line 103: @@
 |anchor=Advancedtab
 |alignment=Vertical
 |structuredtext====Targeting===
 ====Use Agent Status====
@@ Line 143: / Line 126: @@
 ===Extensions===
 Click '''Add Extension Data''' to add an extension as a key-value pair to this block. The value type can be a string or integer.
 If you want to use a variable for the '''Key''' or '''Value''', select the '''Variable''' checkbox and then select a variable from the drop-down menu. If the '''Value''' is an integer, select the '''Integer''' checkbox.
@@ Line 156: / Line 141: @@
 [[file:des_add_extension_example.png]]
 |Status=No
 }}{{Section
@@ Line 163: / Line 146: @@
 |anchor=Resultstab
 |alignment=Vertical
 |structuredtext=Select a variable to store the result of this '''Route Agent''' block execution.
 |Status=No
 }}
 }}

← Older revision	Revision as of 13:57, April 21, 2021
(No difference)

@@ Line 5: / Line 5: @@
 |Context=This block enables you to route to an agent based on the specified Agent ID and Virtual Queue, Agent Login and SIP Switch, or Last Called Agent.
 |ComingSoon=No
-|Platform=GenesysEngage-onpremises
+|Platform=GenesysEngage-cloud
 |Role=Administrator
 |Application=Designer

DES/Current/Designer/RouteAgent - Revision history

Brian.marshall@genesys.com: Published

Brian.marshall@genesys.com: Published

Ed.jamer@genesys.com: Ed.jamer@genesys.com moved page PEC-ROU/Current/Designer/RouteAgent to DES/Current/Designer/RouteAgent: Text replacement - "PEC-ROU/Current/Designer/" to "DES/Current/Designer/"

WikiSysop: Text replacement - "\|Platform=([^\|]*)GenesysEngage-onpremises([\|]*)" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|]*)PureEngage([\|]*)" to "|Platform=$1GenesysEngage-onpremises$2"

Bgrenon: Published

WikiSysop: Text replacement - "\|Platform=([^\|])GenesysEngage-onpremises([\|])" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|])PureEngage([\|])" to "|Platform=$1GenesysEngage-onpremises$2"