Agent-based Routing

Agent-based Routing is an optional feature that routes or queues a contact to the preferred agent directly. An agent lookup with agent's email address or agent's ID routes a contact to the preferred agent. The Queue To Agent activity in the flow helps to achieve Agent-based Routing. For more information, see the section Queue To Agent activity.

A contact can have one or more preferred agents. The mapping between the contacts and their preferred agents is managed in an external application outside Webex Contact Center. The preferred agent lookup for any contact is performed using the HTTP Request activity in the flow. The HTTP Request activity retrieves the mapping from the external application. To route or park the contact against that preferred agent, you can configure the Queue To Agent activity in the flow. The Queue To Agent activity allows you to specify the agent by their Webex Contact Center agent ID or email address. You can also park the contact against a preferred agent if that preferred agent isn't immediately available.

You can consider chaining an activity within the flow to route or queue contacts.

For example, you can chain one Queue To Agent activity to another Queue To Agent activity to queue a contact to multiple preferred agents. You can chain a Queue Contact activity to the Queue To Agent activity to route a contact if none of the preferred agents are available for that contact.

Agent-based Routing is useful in the following scenarios:

  • Preferred agent routing: The customer can assign contacts to dedicated agents or relationship executives. In such scenarios, the Agent-based Routing routes the contacts directly to that preferred agent.

  • Last agent routing: When a contact calls back the contact center multiple times to interact with an agent, Agent-based Routing can route the contact to the last agent who handled that contact.

In both use cases, the details of the contact and the agent mapping are stored outside the Webex Contact Center. The HTTP activity retrieves the data. The Queue To Agent activity routes the contact to the preferred agent or the last agent.

To set up Agent-based Routing:

Before you begin:

You must export the Webex Contact Center agent ID and agent email address from Webex Contact Center to an external application. Webex Contact Center doesn't store the mapping between the agent and its contacts.

  1. Retrieve the mapping between the agent and the contact from the external application using the HTTP Request activity in the Flow Designer (From the Management Portal navigation bar, choose Routing Strategy > Flow and click New to create a new flow). For more information, see the section HTTP Request.

  2. Configure the Queue To Agent Activity in the Flow Designer. You can provide the general settings and the contact handling details to route the contact. For more information, see the section Queue To Agent activity.