Configuring the Offer to Preferred Agent activity

Configuring the Offer to Preferred Agent activity

The Offer to Preferred Agent activity enables calls to be offered to the agent who handled the interaction previously. The Offer to Preferred Agent activity offers interactions to agents based on the information contained within the <<PreferredAgent>> variable. This variable is not set automatically and must be filled manually with the employee ID, employee email address, or employee name of the agent who handled the interaction previously before the workflow reaches the Offer to Preferred Agent activity. To fill this variable accurately, your workflows must both record the identity of callers and of the agents that handled their calls and use that information to determine which agent's information is populated in the <<PreferredAgent>> variable

For example, if a support agent is handling an ongoing issue with a customer, the Offer to Preferred Agent activity directs all incoming interactions from the customer to that agent. If the agent is not available, the system waits until the Overflow Time is reached and follows the Overflow branch. Administrators can configure the activity to overflow interactions instantly if the agent is logged out.

The Offer to Preferred Agent activity normally offers the interaction to the preferred agent regardless of the queue the interaction came in on. Offer to Preferred Agent can be configured, however, to only offer to the preferred agent if that agent is current answering for the queue the interaction came in on.

The Offer to Preferred Agent activity is available to Inqueue workflows for all media types.

For information on configuring this activity’s Overflow Time, Interval Time, and the option to overflow interactions instantly if the preferred agent is logged out, see "Configuring the Offer to Agent Group activity" on page 1.

NOTE:;If the Preferred Agent is deleted they will no longer be considered to be the Preferred Agent. If they are moved to another agent group, the will still be considered the Preferred Agent unless the ‘Only offer to agents answer for this queue’ option is selected.

To set the time limit for accepting interactions

Select the Offer to Agent activity and click Properties.

After Requeue Time, type a length of time in hh:mm:ss.

Click Save.

To only route to preferred agents currently answering for a queue

Select Only offer to agents answering for this queue.