{"componentChunkName":"component---src-templates-tree-layout-js","path":"/capabilities/Smart_Omni_Channel_Routing/Routing_Conversation_To_Agent/","result":{"data":{"content":{"frontmatter":{"title":"Routing Conversation To Agent","description":"Describes metrics that route a conversation to an agent.","show_cards":null},"fields":{"slug":"/capabilities/Smart_Omni_Channel_Routing/Routing_Conversation_To_Agent/","current":"Routing_Conversation_To_Agent","parent":"Smart_Omni_Channel_Routing","root":"capabilities"},"html":"

Routing conversations to an agent

\n

OOnce a conversation has been queued, the routing system finds the most-suitable agent eligible to answer the conversation. Then it sends the conversation assignment notification to the agent tool to indicate the selected agent.

\n

If an error is received after notification, it unassigns the agent and repeats the process until the conversation is successfully assigned to an agent.

\n

If the conversation isn’t successfully assigned after a specified time, it cancels the conversation and stops search for the agent.

\n

Agents must meet the following requirements to be eligible for a conversation:

\n\n

The routing engine takes into account the following before it routes a conversation to an agent:

\n\n

Agent occupancy

\n

Agent occupancy is the number of conversations that an agent is assigned to at any given moment compared to the agent's capacity. The occupancy can be represented as a percent or a number.

\n

Capacity is the maximum number of conversations that an agent can handle at any given time. This is used mostly for offline channels, such as email, where an agent can handle more than one conversations comfortably. However this can be enabled for the chat channel.

\n

The voice channel is an exception, where an agent can only be on a single conversation at any given time. Typically an agent's capacity is determined by their role.

\n

Agent presence

\n

Agent presence indicates an agent's current availability in the routing system. It is also known as the agent's state (e.g. Ready, Not-Ready). Agent presence determines whether an agent should be considered for queued conversations. Additionally, a presence can also indicate whether an agent should not be considered for a conversation, but still be considered productive (e.g. offline work).

\n

An agent changes their presence in routing system via an agent tool (e.g. Voyager Next). Agents can change their presence while handling a currently assigned conversation. This is typically done by the agent before going on break or ending their shift.

\n

Queue proficiency

\n

Queue proficiency allows you to configure which queues will be answered before others within the group assigned to the agent. Queues are given a priority within a queue group. A delay timer can also be associated with each queue in group.

\n

After a conversation has been in queue for a specified amount of time the priority of the queue is dropped and conversation is answered based on first come first serve basis.

\n

Routing strategy

\n

Once a conversation has been queued, the routing strategy drives the logic to find most-suitable agent eligible to be assigned to the conversation. The routing strategy is chosen by examining the conversation attributes.

\n

The most suitable is determined using one of the strategies below:

\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n
StrategyDescription
Longest IdleIf none of the eligible agents has a conversation assigned, then the agent who has been Ready for the longest time is selected. If some agents have conversations assigned and some don't, the agent who has been Ready for the longest time is selected. If every eligible agent has a conversation assigned, then the least occupied (lowest value of %, where % is calculated as (NumberOfAssignedConversations / Capacity) * 100 is selected. If there are two or more Agents with same % value, the Agent who has been Ready for the longest time is selected.
Requested AgentIn some cases the conversation itself has information about which specific agent is it for. That conversation can’t be assigned to any other agent. The agent doesn’t need to be in a Ready state to receive this conversation.
","tableOfContents":""},"documents":{"edges":[{"node":{"fields":{"slug":"/tutorials/getting_started/","current":"getting_started","parent":"tutorials","root":"tutorials"},"frontmatter":{"title":"Getting Started","description":"Getting Started guides for partners to quickly setup their contact center."}}},{"node":{"fields":{"slug":"/tutorials/Data_Intelligence_Tutorials/Intelligent_Contact_Distribution/Getting_started_with_intelligent_contact_distribution_API/","current":"Getting_started_with_intelligent_contact_distribution_API","parent":"Intelligent_Contact_Distribution","root":"tutorials"},"frontmatter":{"title":"Getting Started with Intelligent Contact Distribution API","description":"This tutorial shows how to set up Intelligent Contact Distribution to route a conversation to the optimal contact."}}},{"node":{"fields":{"slug":"/tutorials/WorkForce_Management_Tutorials/Workforce_Management_Integration/","current":"Workforce_Management_Integration","parent":"WorkForce_Management_Tutorials","root":"tutorials"},"frontmatter":{"title":"Workforce Management Integration","description":"Learn to configure and map Human Agent Forecast data for better Workforce tracking and adherence calculations."}}},{"node":{"fields":{"slug":"/tutorials/Channel_Integration_Tutorials/Integrating CCaaS and Salesforce/","current":"Integrating CCaaS and Salesforce","parent":"Channel_Integration_Tutorials","root":"tutorials"},"frontmatter":{"title":"Integrating CCaaS and Salesforce","description":null}}},{"node":{"fields":{"slug":"/tutorials/Data_Intelligence_Tutorials/Intelligent_Contact_Distribution/ICD_Channel_Throttling_Rule_Configuration/","current":"ICD_Channel_Throttling_Rule_Configuration","parent":"Intelligent_Contact_Distribution","root":"tutorials"},"frontmatter":{"title":"ICD Channel Throttling Rule Configuration","description":null}}},{"node":{"fields":{"slug":"/tutorials/IAM_Tutorials/LoggingIntoOkta/","current":"LoggingIntoOkta","parent":"IAM_Tutorials","root":"tutorials"},"frontmatter":{"title":"Logging in using Okta","description":"This is from James Thomas Confluence page"}}},{"node":{"fields":{"slug":"/tutorials/IAM_Tutorials/Provisioning Users and RBAC/","current":"Provisioning Users and RBAC","parent":"IAM_Tutorials","root":"tutorials"},"frontmatter":{"title":"Provisioning Users and RBAC","description":null}}},{"node":{"fields":{"slug":"/tutorials/Data_Intelligence_Tutorials/Intelligent_Contact_Distribution/ICD_HoursOfOperation_Rule_Configuration/","current":"ICD_HoursOfOperation_Rule_Configuration","parent":"Intelligent_Contact_Distribution","root":"tutorials"},"frontmatter":{"title":"ICD Hours of Operation Rule Configuration","description":null}}},{"node":{"fields":{"slug":"/Applications/Analytics_Console/Roles_and_Permissions/","current":"Roles_and_Permissions","parent":"Analytics_Console","root":"Analytics_Console"},"frontmatter":{"title":"Accessing Analytic Data","description":"Gain access to analytic reports based on platform-defined roles and permissions."}}},{"node":{"fields":{"slug":"/tutorials/Agent_Experience_Console_Tutorials/Voice_Configuration/","current":"Voice_Configuration","parent":"Agent_Experience_Console_Tutorials","root":"tutorials"},"frontmatter":{"title":"Voice Configuration","description":null}}},{"node":{"fields":{"slug":"/tutorials/Agent_Experience_Console_Tutorials/Define_Rules_Policies/","current":"Define_Rules_Policies","parent":"Agent_Experience_Console_Tutorials","root":"tutorials"},"frontmatter":{"title":"Define Rules and Policies","description":null}}},{"node":{"fields":{"slug":"/tutorials/Data_Intelligence_Tutorials/Intelligent_Contact_Distribution/","current":"Intelligent_Contact_Distribution","parent":"Data_Intelligence_Tutorials","root":"tutorials"},"frontmatter":{"title":"Setting up Intelligent Contact Distribution","description":"This tutorial shows how to configure Intelligent Contact Distribution API"}}},{"node":{"fields":{"slug":"/tutorials/Agent_Experience_Console_Tutorials/hours_of_operation/","current":"hours_of_operation","parent":"Agent_Experience_Console_Tutorials","root":"tutorials"},"frontmatter":{"title":"Hours of Operation","description":null}}},{"node":{"fields":{"slug":"/tutorials/Agent_Experience_Console_Tutorials/queue_treatment/","current":"queue_treatment","parent":"Agent_Experience_Console_Tutorials","root":"tutorials"},"frontmatter":{"title":"Queue Treatment","description":null}}},{"node":{"fields":{"slug":"/tutorials/Agent_Experience_Console_Tutorials/Queue_and_Queue_Group/","current":"Queue_and_Queue_Group","parent":"Agent_Experience_Console_Tutorials","root":"tutorials"},"frontmatter":{"title":"Queues and Queue Groups","description":null}}},{"node":{"fields":{"slug":"/tutorials/Agent_Experience_Console_Tutorials/agent_activity_groups/","current":"agent_activity_groups","parent":"Agent_Experience_Console_Tutorials","root":"tutorials"},"frontmatter":{"title":"Agent Activity Groups","description":null}}},{"node":{"fields":{"slug":"/tutorials/WorkForce_Management_Tutorials/Workforce_Optimization_Dashboards/","current":"Workforce_Optimization_Dashboards","parent":"WorkForce_Management_Tutorials","root":"tutorials"},"frontmatter":{"title":"Workforce Optimization Data Visualization","description":"Learn how to access and compare real-time and historical reports on agent activity, queues, and queue groups."}}},{"node":{"fields":{"slug":"/Applications/Voyager_Next/Quick_start_VNext/","current":"Quick_start_VNext","parent":"Voyager_Next","root":"Voyager_Next"},"frontmatter":{"title":"Getting Started","description":null}}},{"node":{"fields":{"slug":"/tutorials/Data_Intelligence_Tutorials/Intelligent_Contact_Distribution/ICD_QueueWaitTime_Rule_Configuration/","current":"ICD_QueueWaitTime_Rule_Configuration","parent":"Intelligent_Contact_Distribution","root":"tutorials"},"frontmatter":{"title":"ICD Queue Wait Time Rule Configuration","description":null}}},{"node":{"fields":{"slug":"/Applications/Voyager_Next/Features/Chat_Features/","current":"Chat_Features","parent":"Features","root":"Voyager_Next"},"frontmatter":{"title":"Chat Features","description":null}}},{"node":{"fields":{"slug":"/tutorials/Data_Intelligence_Tutorials/Setup_Analytics_Reporting/","current":"Setup_Analytics_Reporting","parent":"Data_Intelligence_Tutorials","root":"tutorials"},"frontmatter":{"title":"Setup Analytics and Reporting","description":null}}},{"node":{"fields":{"slug":"/Applications/ContactCenterManagement/","current":"ContactCenterManagement","parent":"Applications","root":"ContactCenterManagement"},"frontmatter":{"title":"Contact Center Management","description":"Welcome to the Contact Center Management"}}},{"node":{"fields":{"slug":"/Applications/Voyager_Next/Features/Voice_Features/","current":"Voice_Features","parent":"Features","root":"Voyager_Next"},"frontmatter":{"title":"Voice Features","description":null}}},{"node":{"fields":{"slug":"/tutorials/Data_Intelligence_Tutorials/Accessing_EG_Data_Lake/","current":"Accessing_EG_Data_Lake","parent":"Data_Intelligence_Tutorials","root":"tutorials"},"frontmatter":{"title":"Getting Started with EG Data Lake","description":"Use EG Data Lake to access and stitch together data from varied domains such as Booking, Marketing, Commerce, User, Supply, and Partner."}}},{"node":{"fields":{"slug":"/tutorials/Data_Intelligence_Tutorials/Getting_started_with_User_Context_service/","current":"Getting_started_with_User_Context_service","parent":"Data_Intelligence_Tutorials","root":"tutorials"},"frontmatter":{"title":"Getting Started with User Context Service","description":"Learn about the User Context Service and the powerful concepts behind the GraphQL data query language."}}},{"node":{"fields":{"slug":"/capabilities/Contact_Center_Management/","current":"Contact_Center_Management","parent":"capabilities","root":"capabilities"},"frontmatter":{"title":"Contact Center Management Console","description":"Self-service management of the workforce and experiences."}}},{"node":{"fields":{"slug":"/tutorials/Agent_Experience_Console_Tutorials/","current":"Agent_Experience_Console_Tutorials","parent":"tutorials","root":"tutorials"},"frontmatter":{"title":"Agent Experience and Contact Center Management Console (CCM Console)","description":null}}},{"node":{"fields":{"slug":"/tutorials/Agent_Experience_Console_Tutorials/Define_Rules_Policies/create_hoo_template/","current":"create_hoo_template","parent":"Define_Rules_Policies","root":"tutorials"},"frontmatter":{"title":"Create a HOO Template","description":"Create a HOO Template"}}},{"node":{"fields":{"slug":"/tutorials/Data_Intelligence_Tutorials/CoreConversationMetrics/","current":"CoreConversationMetrics","parent":"Data_Intelligence_Tutorials","root":"tutorials"},"frontmatter":{"title":"Core Conversation Metrics","description":"Learn about basic concepts, entities, and processes concerning Core conversation metrics."}}},{"node":{"fields":{"slug":"/Applications/Voyager_Next/Features/Email_Features/","current":"Email_Features","parent":"Features","root":"Voyager_Next"},"frontmatter":{"title":"Email Features","description":null}}},{"node":{"fields":{"slug":"/Applications/Voyager_Next/Features/Service_Requests/","current":"Service_Requests","parent":"Features","root":"Voyager_Next"},"frontmatter":{"title":"Service request features","description":null}}},{"node":{"fields":{"slug":"/Applications/Voyager_Next/Features/history_features/","current":"history_features","parent":"Features","root":"Voyager_Next"},"frontmatter":{"title":"History Features","description":null}}},{"node":{"fields":{"slug":"/Applications/Voyager_Next/Features/knowledge_base_features/","current":"knowledge_base_features","parent":"Features","root":"Voyager_Next"},"frontmatter":{"title":"Knowledge Base Integration","description":null}}},{"node":{"fields":{"slug":"/capabilities/Data_Intelligence/","current":"Data_Intelligence","parent":"capabilities","root":"capabilities"},"frontmatter":{"title":"Data Intelligence","description":"Provides conversation content, data & insights, intelligent contact, distribution, data pipeline and EGDP and dData integration."}}},{"node":{"fields":{"slug":"/capabilities/Data_Intelligence/Intelligent_Contact_Distribution_API/","current":"Intelligent_Contact_Distribution_API","parent":"Data_Intelligence","root":"capabilities"},"frontmatter":{"title":"Intelligent Contact Distribution API","description":null}}},{"node":{"fields":{"slug":"/capabilities/IAM/Resource_Sharing_Across_Partner/","current":"Resource_Sharing_Across_Partner","parent":"IAM","root":"capabilities"},"frontmatter":{"title":"Resource Sharing Across Partners","description":null}}},{"node":{"fields":{"slug":"/tutorials/Agent_Experience_Console_Tutorials/Define_Rules_Policies/create_policies/","current":"create_policies","parent":"Define_Rules_Policies","root":"tutorials"},"frontmatter":{"title":"Create Policies","description":null}}},{"node":{"fields":{"slug":"/tutorials/Agent_Experience_Console_Tutorials/Define_Rules_Policies/create_routing_templates/","current":"create_routing_templates","parent":"Define_Rules_Policies","root":"tutorials"},"frontmatter":{"title":"Create a Routing Template","description":"Create a Routing Template"}}},{"node":{"fields":{"slug":"/tutorials/Data_Intelligence_Tutorials/","current":"Data_Intelligence_Tutorials","parent":"tutorials","root":"tutorials"},"frontmatter":{"title":"Data Intelligence Tutorials","description":null}}},{"node":{"fields":{"slug":"/tutorials/Data_Intelligence_Tutorials/Build_Customize_Reports/","current":"Build_Customize_Reports","parent":"Data_Intelligence_Tutorials","root":"tutorials"},"frontmatter":{"title":"Build and Customise Reports","description":"Learn how to build and manage your own dashboard reports, then save them for future access."}}},{"node":{"fields":{"slug":"/Applications/Voyager_Next/Customization_VNext/","current":"Customization_VNext","parent":"Voyager_Next","root":"Voyager_Next"},"frontmatter":{"title":"Voyager NEXT Customization","description":null}}},{"node":{"fields":{"slug":"/capabilities/Data_Intelligence/UserContextService/","current":"UserContextService","parent":"Data_Intelligence","root":"capabilities"},"frontmatter":{"title":"User Context Service","description":null}}},{"node":{"fields":{"slug":"/capabilities/IAM/RBAC_Resources/","current":"RBAC_Resources","parent":"IAM","root":"capabilities"},"frontmatter":{"title":"RBAC Resource","description":null}}},{"node":{"fields":{"slug":"/capabilities/Workforce_Optimization/","current":"Workforce_Optimization","parent":"capabilities","root":"capabilities"},"frontmatter":{"title":"Workforce Optimization","description":"Improve performance and utilization of Agents & Contact Centers using real-time and historical data to pinpoint areas of excellence and improvement, replicate successful interactions, and identify crucial feedback."}}},{"node":{"fields":{"slug":"/tutorials/Agent_Experience_Console_Tutorials/Define_Rules_Policies/create_qwt_template/","current":"create_qwt_template","parent":"Define_Rules_Policies","root":"tutorials"},"frontmatter":{"title":"Create a Queue Wait Time Template","description":"Create a Queue Wait Time Template"}}},{"node":{"fields":{"slug":"/tutorials/Data_Intelligence_Tutorials/Conversation_Data_Concepts/","current":"Conversation_Data_Concepts","parent":"Data_Intelligence_Tutorials","root":"tutorials"},"frontmatter":{"title":"Conversation Data Concepts","description":"Learn about basic concepts, entities, and processes concerning Conversation data."}}},{"node":{"fields":{"slug":"/tutorials/WorkForce_Management_Tutorials/","current":"WorkForce_Management_Tutorials","parent":"tutorials","root":"tutorials"},"frontmatter":{"title":"Workforce Management Tutorials","description":"This section contains the tutorials for the Workforce Management capability."}}},{"node":{"fields":{"slug":"/Applications/Voyager_Next/Features/Virtual_Agent_Assistant_in_Voyager_Next/","current":"Virtual_Agent_Assistant_in_Voyager_Next","parent":"Features","root":"Voyager_Next"},"frontmatter":{"title":"Virtual Agent Assistant in Voyager Next","description":null}}},{"node":{"fields":{"slug":"/capabilities/Channel_Integration/voice/recording_transcription/","current":"recording_transcription","parent":"voice","root":"capabilities"},"frontmatter":{"title":"Recording & Transcription","description":null}}},{"node":{"fields":{"slug":"/capabilities/Data_Intelligence/EGDP_Conversation_Domain_Data/","current":"EGDP_Conversation_Domain_Data","parent":"Data_Intelligence","root":"capabilities"},"frontmatter":{"title":"Data Lake","description":null}}},{"node":{"fields":{"slug":"/capabilities/IAM/Tool_Access/","current":"Tool_Access","parent":"IAM","root":"capabilities"},"frontmatter":{"title":"Tool Access","description":null}}},{"node":{"fields":{"slug":"/capabilities/Smart_Omni_Channel_Routing/","current":"Smart_Omni_Channel_Routing","parent":"capabilities","root":"capabilities"},"frontmatter":{"title":"Smart Omni-Channel Routing","description":"Smart Omni-Channel Routing is a suite of skills and applications, that connects customer to the most suitable human Agent with full context of customer's unresolved intent, on any of the platform supported channel. (uad-2620)"}}},{"node":{"fields":{"slug":"/tutorials/Agent_Experience_Console_Tutorials/Define_Rules_Policies/create_throttling_template/","current":"create_throttling_template","parent":"Define_Rules_Policies","root":"tutorials"},"frontmatter":{"title":"Create a Throttling Template","description":"Create a Throttling Template"}}},{"node":{"fields":{"slug":"/tutorials/Agent_Experience_Console_Tutorials/agent_managment/","current":"agent_managment","parent":"Agent_Experience_Console_Tutorials","root":"tutorials"},"frontmatter":{"title":"Agent Management","description":"Learn how to create, update, and deactivate agents and groups."}}},{"node":{"fields":{"slug":"/tutorials/Channel_Integration_Tutorials/Conversation_Data_Visualization/Conversation/","current":"Conversation","parent":"Conversation_Data_Visualization","root":"tutorials"},"frontmatter":{"title":"Conversation Scenarios","description":null}}},{"node":{"fields":{"slug":"/tutorials/Data_Intelligence_Tutorials/Conversation/","current":"Conversation","parent":"Data_Intelligence_Tutorials","root":"tutorials"},"frontmatter":{"title":"Conversation Scenarios","description":"Learn to access and manage common scenarios for analyzing Conversation data."}}},{"node":{"fields":{"slug":"/tutorials/Data_Intelligence_Tutorials/Getting_started_with_Platform_Data_API/","current":"Getting_started_with_Platform_Data_API","parent":"Data_Intelligence_Tutorials","root":"tutorials"},"frontmatter":{"title":"Getting Started with Platform Data API","description":"Learn about Platform Data API and the powerful concepts behind the GraphQL data query language."}}},{"node":{"fields":{"slug":"/tutorials/SmartOmniChannelRouting_Tutorials/","current":"SmartOmniChannelRouting_Tutorials","parent":"tutorials","root":"tutorials"},"frontmatter":{"title":"Smart-Omni-Channel-Routing Tutorials","description":"This section contains the tutorials for the SOCR capability."}}},{"node":{"fields":{"slug":"/Applications/Analytics_Console/Dashboard_and_Reports/","current":"Dashboard_and_Reports","parent":"Analytics_Console","root":"Analytics_Console"},"frontmatter":{"title":"Dashboard and Reports","description":"Dashboards"}}},{"node":{"fields":{"slug":"/capabilities/Channel_Integration/voice/voice_adapter/","current":"voice_adapter","parent":"voice","root":"capabilities"},"frontmatter":{"title":"Voice providers and adapters","description":null}}},{"node":{"fields":{"slug":"/capabilities/Data_Intelligence/PlatformDataAPI/","current":"PlatformDataAPI","parent":"Data_Intelligence","root":"capabilities"},"frontmatter":{"title":"Platform Data API","description":"Data API provides the capability to programmatically access the conversation platform data."}}},{"node":{"fields":{"slug":"/capabilities/IAM/Agent_Roles/","current":"Agent_Roles","parent":"IAM","root":"capabilities"},"frontmatter":{"title":"Built-in Agent Roles","description":null}}},{"node":{"fields":{"slug":"/capabilities/IAM/Login_Details/","current":"Login_Details","parent":"IAM","root":"capabilities"},"frontmatter":{"title":"Login Details","description":null}}},{"node":{"fields":{"slug":"/capabilities/Omni_Channel_Agent_Tool/","current":"Omni_Channel_Agent_Tool","parent":"capabilities","root":"capabilities"},"frontmatter":{"title":"Omni-Channel Agent Tool","description":"Agent tool that provides a component based, intuitive interface across multiple conversation channels"}}},{"node":{"fields":{"slug":"/capabilities/Workforce_Optimization/Workforce_Management/","current":"Workforce_Management","parent":"Workforce_Optimization","root":"capabilities"},"frontmatter":{"title":"Workforce Management","description":null}}},{"node":{"fields":{"slug":"/tutorials/Agent_Experience_Console_Tutorials/Define_Rules_Policies/create_rule_types/","current":"create_rule_types","parent":"Define_Rules_Policies","root":"tutorials"},"frontmatter":{"title":"Create Rule Types","description":"Creating Rule Types for Business Rules and Policies"}}},{"node":{"fields":{"slug":"/tutorials/Agent_Experience_Console_Tutorials/Voice_Configuration/Create_Voice_Entry_Points/","current":"Create_Voice_Entry_Points","parent":"Voice_Configuration","root":"tutorials"},"frontmatter":{"title":"Voice Entry Points","description":null}}},{"node":{"fields":{"slug":"/tutorials/Channel_Integration_Tutorials/","current":"Channel_Integration_Tutorials","parent":"tutorials","root":"tutorials"},"frontmatter":{"title":"Voice and Chat Channel Integration Tutorials","description":"This section houses the tutorials for the Channel Integration capability."}}},{"node":{"fields":{"slug":"/tutorials/Channel_Integration_Tutorials/Conversation_Data_Visualization/Message/","current":"Message","parent":"Conversation_Data_Visualization","root":"tutorials"},"frontmatter":{"title":"Message Scenarios","description":null}}},{"node":{"fields":{"slug":"/tutorials/Data_Intelligence_Tutorials/Interacting_with_GraphQL/","current":"Interacting_with_GraphQL","parent":"Data_Intelligence_Tutorials","root":"tutorials"},"frontmatter":{"title":"Interacting with GraphQL","description":"This tutorial provides a short introduction to GraphQL terminology and explains how to interact with GraphQL-based APIs."}}},{"node":{"fields":{"slug":"/tutorials/Data_Intelligence_Tutorials/Skills_Tasks/","current":"Skills_Tasks","parent":"Data_Intelligence_Tutorials","root":"tutorials"},"frontmatter":{"title":"Skills and Tasks Scenarios","description":"This tutorial describes how Skills and Tasks relate to Business Functions. It then provides a few sample scenarios to illustrate their use."}}},{"node":{"fields":{"slug":"/tutorials/SmartOmniChannelRouting_Tutorials/queue_management_wait_time/","current":"queue_management_wait_time","parent":"SmartOmniChannelRouting_Tutorials","root":"tutorials"},"frontmatter":{"title":"Queue and Queue Management","description":null}}},{"node":{"fields":{"slug":"/Applications/Analytics_Console/Adhoc_Analysis/","current":"Adhoc_Analysis","parent":"Analytics_Console","root":"Analytics_Console"},"frontmatter":{"title":"Ad hoc Analysis","description":"Ad hoc Analysis"}}},{"node":{"fields":{"slug":"/Applications/Analytics_Console/Reporting_Features/","current":"Reporting_Features","parent":"Analytics_Console","root":"Analytics_Console"},"frontmatter":{"title":"Reporting Features","description":"Reporting Features"}}},{"node":{"fields":{"slug":"/capabilities/Channel_Integration/","current":"Channel_Integration","parent":"capabilities","root":"capabilities"},"frontmatter":{"title":"Channel Integration","description":"Conversations can happen across different channels like voice or chat. Channel Integration provides partners different ways to configure or build integration of different channels and tools with the platform"}}},{"node":{"fields":{"slug":"/capabilities/Channel_Integration/chat/","current":"chat","parent":"Channel_Integration","root":"capabilities"},"frontmatter":{"title":"Chat Channel Integration","description":null}}},{"node":{"fields":{"slug":"/capabilities/Channel_Integration/voice/softphone/","current":"softphone","parent":"voice","root":"capabilities"},"frontmatter":{"title":"Softphone","description":null}}},{"node":{"fields":{"slug":"/capabilities/Data_Intelligence/Data_Visualization/","current":"Data_Visualization","parent":"Data_Intelligence","root":"capabilities"},"frontmatter":{"title":"Data Visualization","description":"configuration tool"}}},{"node":{"fields":{"slug":"/capabilities/Data_Intelligence/Service_Experience_Metrics_Suite/","current":"Service_Experience_Metrics_Suite","parent":"Data_Intelligence","root":"capabilities"},"frontmatter":{"title":"Service Experience Metric Suite","description":null}}},{"node":{"fields":{"slug":"/capabilities/Data_Intelligence/Service_Experience_Metrics_Suite/Detractor_Likelihood/","current":"Detractor_Likelihood","parent":"Service_Experience_Metrics_Suite","root":"capabilities"},"frontmatter":{"title":"Detractor Likelihood","description":null}}},{"node":{"fields":{"slug":"/capabilities/Data_Intelligence/Service_Experience_Metrics_Suite/Repeat_Contact_Likelihood/","current":"Repeat_Contact_Likelihood","parent":"Service_Experience_Metrics_Suite","root":"capabilities"},"frontmatter":{"title":"Repeat Contact Likelihood","description":null}}},{"node":{"fields":{"slug":"/capabilities/Data_Intelligence/Service_Experience_Metrics_Suite/Repeat_Purchase_Likelihood/","current":"Repeat_Purchase_Likelihood","parent":"Service_Experience_Metrics_Suite","root":"capabilities"},"frontmatter":{"title":"Repeat Purchase Likelihood","description":null}}},{"node":{"fields":{"slug":"/capabilities/Data_Intelligence/Service_Experience_Metrics_Suite/Repeat_Purchase_Likelihood/What-If_Tool/","current":"What-If_Tool","parent":"Repeat_Purchase_Likelihood","root":"capabilities"},"frontmatter":{"title":"What-If Tool","description":null}}},{"node":{"fields":{"slug":"/capabilities/IAM/Configuration_Roles/","current":"Configuration_Roles","parent":"IAM","root":"capabilities"},"frontmatter":{"title":"Built-in Configuration Roles","description":null}}},{"node":{"fields":{"slug":"/capabilities/Workforce_Optimization/Agent_Presence/","current":"Agent_Presence","parent":"Workforce_Optimization","root":"capabilities"},"frontmatter":{"title":"Agent Presence","description":"reviewed by ED team cpce-90294"}}},{"node":{"fields":{"slug":"/tutorials/Agent_Experience_Console_Tutorials/Define_Rules_Policies/create_rules/","current":"create_rules","parent":"Define_Rules_Policies","root":"tutorials"},"frontmatter":{"title":"Create Rules","description":"Create Rules"}}},{"node":{"fields":{"slug":"/tutorials/Agent_Experience_Console_Tutorials/Voice_Configuration/Create_Voice_Experience_Templates/","current":"Create_Voice_Experience_Templates","parent":"Voice_Configuration","root":"tutorials"},"frontmatter":{"title":"Voice Experience Templates","description":null}}},{"node":{"fields":{"slug":"/tutorials/Channel_Integration_Tutorials/BYOVoiceProviderClientLibAdapter/","current":"BYOVoiceProviderClientLibAdapter","parent":"Channel_Integration_Tutorials","root":"tutorials"},"frontmatter":{"title":"Bring Your Own Voice Provider Client Library Adapter","description":null}}},{"node":{"fields":{"slug":"/tutorials/Channel_Integration_Tutorials/BringYourOwnVoiceProvider/BYOVoiceProviderClientLibAdapter/","current":"BYOVoiceProviderClientLibAdapter","parent":"BringYourOwnVoiceProvider","root":"tutorials"},"frontmatter":{"title":"Bring Your Own Voice Provider Client Library Adapter","description":null}}},{"node":{"fields":{"slug":"/tutorials/Channel_Integration_Tutorials/Conversation_Data_Visualization/Participant_Session/","current":"Participant_Session","parent":"Conversation_Data_Visualization","root":"tutorials"},"frontmatter":{"title":"Participant Session Scenarios","description":null}}},{"node":{"fields":{"slug":"/tutorials/IAM_Tutorials/","current":"IAM_Tutorials","parent":"tutorials","root":"tutorials"},"frontmatter":{"title":"Agent Identity and Access Management Tutorials","description":"This section houses the tutorials for the IAM capability."}}},{"node":{"fields":{"slug":"/","current":"","parent":"","root":""},"frontmatter":{"title":"Home","description":"Providing conversational capabilities to any partner application over voice, text and social channels"}}},{"node":{"fields":{"slug":"/Applications/Analytics_Console/","current":"Analytics_Console","parent":"Applications","root":"Analytics_Console"},"frontmatter":{"title":"Analytics Console","description":"Analytics Console-One Stop Solution for all Reporting Needs."}}},{"node":{"fields":{"slug":"/Applications/Softphone/","current":"Softphone","parent":"Applications","root":"Softphone"},"frontmatter":{"title":"Softphone","description":"Setup agents to receive or make phone calls and perform call controls."}}},{"node":{"fields":{"slug":"/Applications/Softphone/Agent_Connectivity_Management/","current":"Agent_Connectivity_Management","parent":"Softphone","root":"Softphone"},"frontmatter":{"title":"Agent Connectivity Management","description":"Detect the network connectivity of the agent in softphone."}}},{"node":{"fields":{"slug":"/Applications/Softphone/Automated_CLI/","current":"Automated_CLI","parent":"Softphone","root":"Softphone"},"frontmatter":{"title":"Automated CLI","description":"Detect country and hence caller line interface (CLI) candidates for outbound number."}}},{"node":{"fields":{"slug":"/Applications/Softphone/Automated_State_Change/","current":"Automated_State_Change","parent":"Softphone","root":"Softphone"},"frontmatter":{"title":"Automated State Management","description":"Automated the State change behavior in Softphone for some states"}}},{"node":{"fields":{"slug":"/Applications/Softphone/Call_Source/","current":"Call_Source","parent":"Softphone","root":"Softphone"},"frontmatter":{"title":"Call Source","description":"Call Source is visible to the agent to get the context of an inbound call."}}},{"node":{"fields":{"slug":"/Applications/Softphone/ClickToCall_CLI_Integration/","current":"ClickToCall_CLI_Integration","parent":"Softphone","root":"Softphone"},"frontmatter":{"title":"ClickToCall and Caller ID Integration","description":"Setup agents to be able to select CLI when making calls through CRM tool."}}},{"node":{"fields":{"slug":"/Applications/Softphone/Softphone_Config/","current":"Softphone_Config","parent":"Softphone","root":"Softphone"},"frontmatter":{"title":"Softphone Configuration","description":null}}},{"node":{"fields":{"slug":"/Applications/Softphone/Softphone_Transfers/","current":"Softphone_Transfers","parent":"Softphone","root":"Softphone"},"frontmatter":{"title":"Softphone Transfers","description":"Transfer of calls by CP Queue Agents to other Participants."}}},{"node":{"fields":{"slug":"/Applications/Softphone/Supervisor_Bargein/","current":"Supervisor_Bargein","parent":"Softphone","root":"Softphone"},"frontmatter":{"title":"Supervisor Functionalities","description":null}}},{"node":{"fields":{"slug":"/Applications/Softphone/WhisperAnnouncement/","current":"WhisperAnnouncement","parent":"Softphone","root":"Softphone"},"frontmatter":{"title":"Whisper Announcement","description":"Play whisper announcement on inbound call"}}},{"node":{"fields":{"slug":"/Applications/Voyager_Next/","current":"Voyager_Next","parent":"Applications","root":"Voyager_Next"},"frontmatter":{"title":"Voyager Next","description":"“Out-of-box\" configurable Agent Tool for travel agents"}}},{"node":{"fields":{"slug":"/capabilities/Channel_Integration/voice/","current":"voice","parent":"Channel_Integration","root":"capabilities"},"frontmatter":{"title":"Voice Channel Integration","description":null}}},{"node":{"fields":{"slug":"/capabilities/Data_Intelligence/Data_Dictionary/","current":"Data_Dictionary","parent":"Data_Intelligence","root":"capabilities"},"frontmatter":{"title":"Data Dictionary","description":"Information related to EG Data Platform concepts, agent interactions, workforce management (WFM) and workforce optimization."}}},{"node":{"fields":{"slug":"/capabilities/Data_Intelligence/Data_Dictionary/Conversation_Data/","current":"Conversation_Data","parent":"Data_Dictionary","root":"capabilities"},"frontmatter":{"title":"Conversation Data","description":null}}},{"node":{"fields":{"slug":"/capabilities/Data_Intelligence/Data_Dictionary/Repeat_Purchase_Likelihood_Data/","current":"Repeat_Purchase_Likelihood_Data","parent":"Data_Dictionary","root":"capabilities"},"frontmatter":{"title":"Repeat Purchase Likelihood Data","description":null}}},{"node":{"fields":{"slug":"/capabilities/Data_Intelligence/Data_Dictionary/Rules_Business_Objects_Reporting/","current":"Rules_Business_Objects_Reporting","parent":"Data_Dictionary","root":"capabilities"},"frontmatter":{"title":"Rules Business Objects Reporting","description":null}}},{"node":{"fields":{"slug":"/capabilities/Data_Intelligence/Data_Dictionary/Service_Case_Data/","current":"Service_Case_Data","parent":"Data_Dictionary","root":"capabilities"},"frontmatter":{"title":"Service Case Data","description":null}}},{"node":{"fields":{"slug":"/capabilities/Forecasting/Forecast_Overview/","current":"Forecast_Overview","parent":"Forecasting","root":"capabilities"},"frontmatter":{"title":"Agent Capacity Forecast","description":null}}},{"node":{"fields":{"slug":"/capabilities/IAM/","current":"IAM","parent":"capabilities","root":"capabilities"},"frontmatter":{"title":"Identity and Access Management","description":"CP Front End services enables Role-Based Access Control for all CP resources."}}},{"node":{"fields":{"slug":"/capabilities/Smart_Omni_Channel_Routing/Callback/","current":"Callback","parent":"Smart_Omni_Channel_Routing","root":"capabilities"},"frontmatter":{"title":"Callback","description":"Description of what a callback means."}}},{"node":{"fields":{"slug":"/capabilities/Smart_Omni_Channel_Routing/ICD/","current":"ICD","parent":"Smart_Omni_Channel_Routing","root":"capabilities"},"frontmatter":{"title":"Intelligent Contact Distribution (ICD)","description":"Description of what ICD does."}}},{"node":{"fields":{"slug":"/capabilities/Smart_Omni_Channel_Routing/Queue_Treatment/","current":"Queue_Treatment","parent":"Smart_Omni_Channel_Routing","root":"capabilities"},"frontmatter":{"title":"Queue Treatment","description":"Description of what queue treatment is to a customer"}}},{"node":{"fields":{"slug":"/capabilities/Smart_Omni_Channel_Routing/Realtime_Insights/","current":"Realtime_Insights","parent":"Smart_Omni_Channel_Routing","root":"capabilities"},"frontmatter":{"title":"Realtime Insights","description":"Description of various agent states."}}},{"node":{"fields":{"slug":"/capabilities/Smart_Omni_Channel_Routing/Routing_Configuration/","current":"Routing_Configuration","parent":"Smart_Omni_Channel_Routing","root":"capabilities"},"frontmatter":{"title":"Routing Configuration","description":"Description of routing configuration rules"}}},{"node":{"fields":{"slug":"/capabilities/Smart_Omni_Channel_Routing/Routing_Conversation_To_Agent/","current":"Routing_Conversation_To_Agent","parent":"Smart_Omni_Channel_Routing","root":"capabilities"},"frontmatter":{"title":"Routing Conversation To Agent","description":"Describes metrics that route a conversation to an agent."}}},{"node":{"fields":{"slug":"/capabilities/Workforce_Optimization/Agent_Evaluation/","current":"Agent_Evaluation","parent":"Workforce_Optimization","root":"capabilities"},"frontmatter":{"title":"Agent Evaluation","description":"Reviewed by ED team cpce-90295"}}},{"node":{"fields":{"slug":"/capabilities/Workforce_Optimization/Agent_Evaluation/Voice_Recording/","current":"Voice_Recording","parent":"Agent_Evaluation","root":"capabilities"},"frontmatter":{"title":"Voice Recording System","description":"cpce-90296"}}},{"node":{"fields":{"slug":"/tutorials/Agent_Experience_Console_Tutorials/Define_Rules_Policies/create_outdial/","current":"create_outdial","parent":"Define_Rules_Policies","root":"tutorials"},"frontmatter":{"title":"Create an Outdial template","description":null}}},{"node":{"fields":{"slug":"/tutorials/Agent_Experience_Console_Tutorials/Voice_Configuration/Bulk_Upload_Entry_Points/","current":"Bulk_Upload_Entry_Points","parent":"Voice_Configuration","root":"tutorials"},"frontmatter":{"title":"Bulk Upload Voice Entry Point","description":null}}},{"node":{"fields":{"slug":"/tutorials/Agent_Experience_Console_Tutorials/console_users/","current":"console_users","parent":"Agent_Experience_Console_Tutorials","root":"tutorials"},"frontmatter":{"title":"Console User Management","description":"The Contact Center Management Console is used to securely manage Human Agents and Contact Cetners via an easy to use Admin Console. This sections deals with initial setup and ongoing management, via a single point or Console"}}},{"node":{"fields":{"slug":"/tutorials/CCaaS_Skills_Tutorials/","current":"CCaaS_Skills_Tutorials","parent":"tutorials","root":"tutorials"},"frontmatter":{"title":"Configure your own Skills Tutorials","description":"This section houses the tutorials for the Virtual Agent Skills section."}}},{"node":{"fields":{"slug":"/tutorials/Channel_Integration_Tutorials/BYOVoiceAdapter/","current":"BYOVoiceAdapter","parent":"Channel_Integration_Tutorials","root":"tutorials"},"frontmatter":{"title":"Bring Your Own Voice Adapter","description":"Out-of-the-box, the current virtual agent oftphone supports Twilio as a voice provider. Under the Bring Your Own Resource model, the partner can choose to bring their own voice provider. This document maps out instructions for the parther to write their own adapaters for interactions between the new voice provider and the virtual agent phone, similar to what Expedia has for Twilio, along with the Twilio Client Wrapper library."}}},{"node":{"fields":{"slug":"/tutorials/Channel_Integration_Tutorials/BringYourOwnVoiceProvider/","current":"BringYourOwnVoiceProvider","parent":"Channel_Integration_Tutorials","root":"tutorials"},"frontmatter":{"title":"Bring Your Own Voice Provider","description":null}}},{"node":{"fields":{"slug":"/tutorials/Channel_Integration_Tutorials/BringYourOwnVoiceProvider/BYOVoiceAdapter/","current":"BYOVoiceAdapter","parent":"BringYourOwnVoiceProvider","root":"tutorials"},"frontmatter":{"title":"Bring Your Own Voice Adapter","description":null}}},{"node":{"fields":{"slug":"/tutorials/Channel_Integration_Tutorials/Conversation_Data_Visualization/","current":"Conversation_Data_Visualization","parent":"Channel_Integration_Tutorials","root":"tutorials"},"frontmatter":{"title":"Conversation Data Visualization","description":"Quickly generate graphical representations of data to answer many common questions."}}},{"node":{"fields":{"slug":"/tutorials/Channel_Integration_Tutorials/Conversation_Data_Visualization/Skills_Tasks/","current":"Skills_Tasks","parent":"Conversation_Data_Visualization","root":"tutorials"},"frontmatter":{"title":"Skills and Tasks Scenarios","description":null}}},{"node":{"fields":{"slug":"/tutorials/SmartOmniChannelRouting_Tutorials/Provisioning Users and RBAC/","current":"Provisioning Users and RBAC","parent":"SmartOmniChannelRouting_Tutorials","root":"tutorials"},"frontmatter":{"title":"Provisioning Users and RBAC","description":null}}},{"node":{"fields":{"slug":"/Applications/","current":"Applications","parent":null,"root":null},"frontmatter":{"title":"Applications","description":null}}},{"node":{"fields":{"slug":"/Applications/Voyager_Next/Features/","current":"Features","parent":"Voyager_Next","root":"Voyager_Next"},"frontmatter":{"title":"Features","description":"Learn about available features in Voyager Next, and how they can help your agents."}}},{"node":{"fields":{"slug":"/api-references/","current":"api-references","parent":null,"root":null},"frontmatter":{"title":"API","description":"Contact Center API References"}}},{"node":{"fields":{"slug":"/capabilities/","current":"capabilities","parent":null,"root":"capabilities"},"frontmatter":{"title":"Capabilities","description":"Contact Center as a Service Capabilities"}}},{"node":{"fields":{"slug":"/tutorials/","current":"tutorials","parent":null,"root":"tutorials"},"frontmatter":{"title":"Tutorials","description":"List of all updated tutorials for each capability"}}},{"node":{"fields":{"slug":"/tutorials/Agent_Experience_Console_Tutorials/DataTag_Management/","current":"DataTag_Management","parent":"Agent_Experience_Console_Tutorials","root":"tutorials"},"frontmatter":{"title":"Data Tag Management","description":"Learn how to view, create and update data tags and data tag groups for your contact center"}}},{"node":{"fields":{"slug":"/tutorials/Agent_Experience_Console_Tutorials/agent_tool_configuration/","current":"agent_tool_configuration","parent":"Agent_Experience_Console_Tutorials","root":"tutorials"},"frontmatter":{"title":"Agent Tool Configuration","description":null}}},{"node":{"fields":{"slug":"/tutorials/Agent_Experience_Console_Tutorials/business_locations/","current":"business_locations","parent":"Agent_Experience_Console_Tutorials","root":"tutorials"},"frontmatter":{"title":"Business Locations","description":null}}},{"node":{"fields":{"slug":"/tutorials/Channel_Integration_Tutorials/Phone_Number_Assignment_Guide/","current":"Phone_Number_Assignment_Guide","parent":"Channel_Integration_Tutorials","root":"tutorials"},"frontmatter":{"title":"Phone Number Assignment Guide","description":null}}},{"node":{"fields":{"slug":"/tutorials/Channel_Integration_Tutorials/ccaas_channel_setup_for_agent_tools/","current":"ccaas_channel_setup_for_agent_tools","parent":"Channel_Integration_Tutorials","root":"tutorials"},"frontmatter":{"title":"CCaaS Channel Setup for Agent Tools","description":null}}},{"node":{"fields":{"slug":"/tutorials/IAM_Tutorials/role_management/","current":"role_management","parent":"IAM_Tutorials","root":"tutorials"},"frontmatter":{"title":"Role Management","description":"James Thomas Confluence page role management tab"}}}]}},"pageContext":{"slug":"/capabilities/Smart_Omni_Channel_Routing/Routing_Conversation_To_Agent/"}},"staticQueryHashes":["2152644321","3128451518","3235971795","685961757"]}