Assignment Type: Here you can assign an interaction through ring groupring group - A ring group is a distinct text value applied to agents to define call routing. Ring groups represent skills, departments, languages, or other distinguishable characteristics. When a call is routed to a ring group, the system checks whether agents containing that ring group are eligible to receive the call.(s) or agent(s). Please note that all assignment types are mutually exclusive and that you can only select one of them per assignment component.
If you are an Attribute-based routing user, you will also be able to assign an interaction through attributes and to sort your agents by "idle time" (default value) or by "most proficient". If the option Attributes is selected, a Reporting component should also be used in the flow, as a way to correctly report the attribute-based selection.
How to find: For each assignment type, you can select from a list or consider a variablevariable - Variables allow you to collect data and use it to make routing decisions. It includes, for example, information collected via IVR menus or via data dips into the account’s CRM system. Once added in a step, a variable can be reused in another step. Variables for Callbar can be managed through the 'Manage context' menu. in the flow. For instance, the latter allows you to use information collected from a CRM such as Salesforce for your call assignment. If your selection falls under the “Agents” assignment category, the variable to use will have to correspond to the agent’s email.
In this section, you can configure the maximum number of agents (max. 10) that will be called simultaneously.
Select the statuses of the agents - Only Available or Consider Any Status - to determine agent status eligibility and the assignment strategy - Single Attempt or Exhaust to define the recurrence of the dial attempt. A single batch of agents will be attempted only once if the Single Attempt option is selected, whereas the Exhaust option will ensure that the system will continue to look for other agents until none are left or until the maximum waiting time is reached.
When combined, the options selected in the "Status of agents" and "Assignment strategy" fields will trigger different behaviors, described in the table below:
This component allows you to define the priority for each assignment request that goes through each specific assignment step. In other words, you should decide how important the Assignment and dial component you are configuring is when compared to the other Assignment and dial, and Callback components you have.
The priority can either be manually selected from a list (priorities are defined from 1-10, in which 1 is the highest priority value and 10 is the lowest priority value) or dynamically gathered from the flow when a numeric variable is chosen from the drop-down menu (e.g., you can use a data dip to get a customer’s ARR [Accounting Rate of Return], followed by a conditional statement component that translates that value into a priority that can be read by the assignment component).
Please note that call priority outweighs any queue time, i.e., if a call with priority 10 has been in the queue for 30 minutes when a call with priority 1 comes in, the call with priority 1 will be handled first.
This is the time threshold for the system to find at least one agent who can be called. If the threshold is reached, the call needs to be routed to another component. Please visit the Exits section for more information.
You can also configure the waiting music, by selecting the default music, using your own audio file, or entering a URL or a variable to access and play an external audio file.
The waiting message can be played once or recurrently. It's particularly useful when you want to give keypress alternatives to your caller while they are waiting in the queue. This way, they'll know they can press a certain key to go to voicemail or callback. The keypress alternatives are configured on the Exits tab.
This component provides you with three ways of playing the target message: Text to Speech, Audio File Upload, and Other Sources.
The Text to Speech option allows you to type in a message that will be converted to audio.
Click here to know more about using Text-to-Speech powered by Amazon Polly.
If, instead, you wish to play a custom audio file message during the call, you can upload an audio file directly from your computer. That audio file can be reused within the same or other flows. If you wish to file it away, you can simply archive it.
In Other Sources, you are given the option to choose from entering a URL that will retrieve an external file that is in either MP3 or WAV format or to select a variable that has been previously used in your call flow.
Please click here to learn more about the supported audio files and some best practices for audio recordings.
Updated about 5 hours ago