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Route chat based on subject selection from dropdown list

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  • 1.  Route chat based on subject selection from dropdown list

    Posted 02-07-2021 12:07
    Hi team,

    We used to route chats to different workgroups (Queues) on PureCloud based on the customer selection from the dropdown list in the chat widgets, but in Pureconnect how do we achieve such thing ?

    The subject field is the field we need to evaluate before routing


    Thank you
    #Routing(ACD/IVR)

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    Hussein Alshamiri
    Hadef Information Technology Co.
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  • 2.  RE: Route chat based on subject selection from dropdown list

    Posted 02-08-2021 02:25
    Hi Hussain,

    You can use skill-based routing I believe.


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    Mohammed
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  • 3.  RE: Route chat based on subject selection from dropdown list

    Posted 02-09-2021 12:31
    Hi Mohammed,

    In fact, my objective is to route the chat to completely different workgroups based on the subject that the customer has selected from the dropdown list, and I believe the skill-based routing will not help in the case, anyhow thank you for your input.

    Regards,

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    Hussein Alshamiri
    Hadef Information Technology Co.
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  • 4.  RE: Route chat based on subject selection from dropdown list
    Best Answer

    GCAP Member
    Posted 02-09-2021 13:13
    I think the only way you are going to be able to accomplish this is through handlers . You might want to stat with the customincominginteraction handler and with the Query Media Type, build a customization for the chat.

    The 2 methods, I can see off the top of my head, is to parse the interaction ID for the subject and then build routing based up on that. Or the easier method might be when the subject is set have the workgroup assigned to the parameter Eic_CustomInfo, which can be passed from the website to I3. Then in your customization of the handler look for that parameter and set the workgroup.

    Sorry i can't be more specific we only route to 1 workgroup so haven't really investigated routing to different ones.

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    Scott Williams
    Missouri Higher Education Loan Authority
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  • 5.  RE: Route chat based on subject selection from dropdown list

    Posted 02-13-2021 03:45
    Hi Hussein,

    With handler you can do that. We did the same idea on the Web chat module where we modified CustomIncomingInteraction and based on the Chat attributes we are routing the Chat after assigning Skill or routing it to different workgroup.

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    Mohammed Bazzi
    Viacomms Telecom KSCC
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  • 6.  RE: Route chat based on subject selection from dropdown list

    Posted 02-14-2021 16:34
    Thank you Scott and "both" Mohammeds.

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    Hussein Alshamiri
    Hadef Information Technology Co.
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