Enabling mixed model routing

In mixed model routing agents pick interactions out of queue, but items in queue that remain unpicked for a specified time are pushed to agents’ Inboxes.

Enabling a mixed model requires administrators first to configure two agent groups, each containing the same agents. Administrators must then add two Offer to Agent Group activities, one after the other, to the Workflow Canvas. One of the agent groups is assigned to each activity. The first Offer to Agent Group activity enables a pick routing model, and allows overflow to a secondary agent group. The second Offer to Agent Group activity enables a push routing model, and does not allow overflow. When interactions overflow from the first Offer to Agent Group activity to the second, they overflow to an agent group with the same agents and are pushed to the agents’ Inboxes.

For example, Support agents pick the emails they handle, but their supervisor wants to push emails waiting in queue over 30 minutes to the agents’ Inboxes. The administrator creates one agent group, called Support Group 1, containing the contact center’s Support agents. The administrator then creates a second agent group, called Support Group 2, containing the same Support agents.

The administrator adds an Offer to Agent group activity to the workflow and assigns it Support Group 1. The activity is configured to follow a pick model and to overflow emails waiting longer than 30 minutes in queue. The administrator adds the second Offer to Agent group activity, configures it to follow a push routing model, disables overflow, and assigns Support Group 2. If emails remain unpicked in the Support queue for more than 30 minutes, they overflow to the same Support agents and are pushed to the Inboxes of available agents.

The following procedures explain how to enable mixed routing models. For information on creating agent groups, see "Adding agent groups".

To enable a mixed routing model
  1. Place an Offer to Agent Group activity on the Canvas and click Properties.
  2. Deselect the Push Items to Agent check box.
  3. After Answering Agent Group, click the drop-down and select Agent Group.
  4. Select the agent group to handle interactions and click OK.
  5. After Overflow Time, type the time interactions wait in queue before the Overflow branch is followed and a push routing model begins.
    Note:

    Ensure ‘Do Not Allow Overflow’ is not selected.

  6. Place a second Offer to Agent Group activity on the Canvas and, in the Properties pane, select the Push Items to Agent check box.
  7. After Answering Agent Group, click the drop-down and assign the second agent group to handle interactions.
    Note:

    This group must contain the agents that are in the first agent group, assigned above.

  8. Select Do Not Allow Overflow and set the Overflow Time to 00:00:00.
  9. Click Save.
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