Processing (Inbound Queue)
- Olesya Tantsyura
- Olga Chorna
1. Description
It is designed to configure the processing of calls in the Queue.
It consists of the following elements (Fig.1):
- Waiting for call result;
Fig. 1. Processing tab
1.1. Waiting for call result
Allows call processing - receiving the result of a call/task from an Agent.
When this switch is activated, two additional fields appear (Fig. 2):
Fig. 2. Processing options
Depending on the settings, the following options are possible:
- Waiting for call result switch is off - no processing;
- Waiting for call result switch is on, but a Flow schema is not selected in the Dynamic processing scheme field - processing appears in the Workspace;
- Waiting for call result switch is on, and a Flow schema is selected in the Dynamic processing scheme field - a dynamic page appears in the Workspace, which is displayed according to the chosen Flow schema.
If the Waiting for call result switch is off, the call is considered successful after the member is connected to the Agent.
If the Waiting for call result switch is on, the call is considered successful only if a positive call result is sent.
1.2. Dynamic processing schema
A field for selecting the Flow schema according to which the dynamic page will be displayed.
If the Waiting for call result switch is off, then the Dynamic processing scheme field is inactive.
When you click on the field, a drop-down list opens from which the Flow schema is selected. If the required Flow schema is not in the drop-down list, use the field as a search field.
How to create a new Flow schema can be found here.
2. Opportunities
2.1. Call processing setup
Goal | Call processing setup |
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Preconditions |
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Steps |
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Result | Data saved. |
2.2. Dynamic page setup
Goal | Dynamic page setup |
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Preconditions |
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Steps |
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Result | Data saved. |