1. a
OMNI CHANNEL ROUTING BOTS
USING TASK ROUTER FOR OMNI-CHANNEL CONTACT CENTER WITH BOT QUALIFICATION
2. Task Router is the beating heart of
a contact center, made available
in the cloud as an API
for developers.
Tasks are defined in JSON with a
set of customizable attributes
such as skills required, skill level
required and priority.
{
”task-type”: ”Voice”,
“task-skills-required”: “sales”,
“recent-problems”: “false”,
}
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TASK
3. VOICESMS CHATCRM
A task can be a phone call,
SMS, support ticket, lead or
machine data.
Everything can be queued,
routed and assigned
through the same unified
business logic.
4. A task can be a phone call,
SMS, support ticket, lead or
machine data.
Everything can be queued,
routed and assigned
through the same unified
business logic.
VOICESMS CHATCRM
8. WORKFLOW
SUPPORT
TargetWorkers='
(skill HAS "support")'
1TargetWorkers='
(skill HAS "sales")'
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SALES
WORKFLOW
Predefined Attributes
"filter_friendly_name": "MyFilterName",
"expression": "(taskrouter.dayOfWeek IN ['Mon','Tue','Thu']
AND taskrouter.currentTime > 800
AND taskrouter.currentTime < 1730)
OR
(taskrouter.dayOfWeek IN ['Wed','Fri']
AND taskrouter.currentTime > 900
AND taskrouter.currentTime < 1830)
OR
(taskrouter.dayOfWeek = 'Sat'
AND taskrouter.currentTime > 1100
AND taskrouter.currentTime < 1530)"
TargetWorkers='
(skill HAS "support")
OR (skill HAS "sales")'
ESCALATION
10. TargetWorkers='
(skill HAS "support")
OR (skill HAS "sales")'
ESCALATIONSUPPORT
TargetWorkers='
(skill HAS "support")'
1TargetWorkers='
(skill HAS "sales")'
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SALES
21345
Workflow Objects don’t just
route and forget, but monitor
tasks as they’re in the queue.
If a task exceeds a defined
timeout period without
being handled, the Workflow
can define how to escalate
the task.
11. TargetWorkers='
(skill HAS "support")
OR (skill HAS "sales")'
ESCALATIONSUPPORT
TargetWorkers='
(skill HAS "support")'
1TargetWorkers='
(skill HAS "sales")'
1
SALES
Workers are dynamically
matched to queues based on
the skills they have and the
skills each queue needs to
handle those task types.
Once a worker is available,
the highest priority, longest
waiting task will be and
allocated to the worker.
Allocation can be done over
WebSocket or Webhook.