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Direct Agent Routing

Direct Agent Routing (DAR) is a powerful and flexible set of script functions to allow agent’s call handling. In addition to legacy DAA call handling, DAR provides a powerful and flexible set of script functions which allows refined selection and control of calls to be directed to an individual agent. The following new Direct Agent Routing (DAR) objects and enhancements are introduced:

DAA Call Handling Constraints

The following list presents the DAA constraints which are now overcome by the new DAR.

Features

Limitations

DAR calls do not yet support the following features:

Requirements

The agent must be assigned a Direct Access Number to be eligible for Direct Agent Routing. For details on setting up Direct Agent Routing, see our content on creating user-defined phone IVR scripts.

Process Flow for Direct Agent Routing

A typical process flow for Direct Agent Routing involves the following steps:

  1. Get input such as case ID or Account number (GetValue) from the caller or caller ID (Check ANI). The system then searches CRM for matching records.
  2. On finding a matching customer or case record, pick agent who worked on the case or created the case or is assigned to the case. For details on options, refer to Set Agent object.
  3. If agent is found, transfer the call to the agent. You can transfer to agent irrespective of agent's current status OR
  4. If agent is not available, transfer to agent's voicemail.

The following table summarizes the new DAR objects:

DAR Object Description

Set Agent

Set Agent object facilitates direct agent routing. Before using Set Agent object in your script, you must get value (account number or case number) from the caller or check ANI. If these objects succeed in finding a match, you can then use Set Agent object to pick the agent you wish to reach based on the following parameters.

  • Case created by: Find the agent who created the case.
  • Case last worked by: Find the agent who last worked on the case.
  • Case assigned to: Find the agent who is assigned to the case.
  • Channel linked to: Find the agent who is linked to the channel the call was channeled through. Use this option to direct an incoming call to an agent directly.
  • None: Find an agent by name. By selecting this option, you can select a specific agent to direct the call to using Fix Agent.
  • Fix Agent: Click the Choose Agent link and select an agent from the list.

Transfer to Agent

The Transfer to Agent object connects the caller to the agent.

-Use this object with Set Agent. For this to work, you must have picked an agent using Set Agent.

-Use this object without Set Agent to transfer calls directly to the agent with a personal channel. The agent must be assigned with a personal channel.

Transfer to Agent object provides options which support transferring a call to agent even if status is:

  • busy
  • on break
  • working offline
  • logged off

If you do not select any option, then the call is transferred only if the agent status is Available.

Transfer to Agent Voicemail

This object allows a caller to leave a voicemail for an agent. It assumes the agent is already chosen using Set Agent object or Get Value object.

Get Value

Use the Get Value object to request the caller to provide an agent's extension number. On selecting this option, the checkbox 'Entry is mandatory' is checked automatically and greyed out. You will be given the option to set the maximum length of extension. By default, it takes 8 digits.

Report on Direct Agent Calls

The agent is not offered any post processing activity for a DAA call. Contact Center supervisors can track DAA calls through the Detailed Transactions Activity report.

To access the Detailed Transactions Activity report:

  1. In Agent Console, select Report from the menu.
  2. Generate a report using the existing reporting template.
  3. Select New Report.
  4. Select Detailed Transaction Activity master report from the list and click Next.
  5. Enter the desired time range and select the desired queues.
  6. Select Save and Run.
    A new report generates and opens in Excel. Look under the Type to find DAA calls.

 


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