I have a question regarding routing in web messaging, is it possible to pass the interaction to a specific agent?
The idea is that by means of a bot to ask the client for an "extension number" and look for the agent assigned to that "extension number" and send the interaction to that agent. The purpose of the idea is that the customer always communicates with the same agent whenever he/she is available.
Hi!
You can use a DataTable, to check if the extension number matchs.
Then, you can save the value of extension in a variable and when you use transfer ACD action use that value as skill ( You must create Skills and associate them to the properly agent)
I think that this works for you case.
Ideally I had thought of using the Datatable with the extensions and the agent's name and then do the search for the ID and transfer it as preferred agent in the ACD action, but seeing your approach would that mean that each agent would have a Skill with its Extension number? i.e. Skill ID2532 is for the agent Jhon Doe, Skill ID1579 is for the agent Hanna .... and so on consecutively.
Yeah, if you want to go through ACD routing then you would need to do it by skill to make sure 100% it gets to the right person, but some of the issues you'll have around this.
If agent is sick - customer waits ? You can obviously strip skill but having so many skills would be problematic.
Am I correct in assuming that you don't want to use direct transfer so it's routed to a queue and your reporting remains intact?
Just a note, you can strip preferred agents after X period in the queue settings. I do something similar in my centre where we attach preferred agents, and strip it after 30 seconds if agent 1 does not answer. That way we don't have to create skills for each agent.