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)

------------------------------
Hussein Alshamiri
Hadef Information Technology Co.
------------------------------

Hi Hussain,

You can use skill-based routing I believe.


------------------------------
Mohammed
------------------------------

Original Message:
Sent: 02-07-2021 12:07
From: Hussein Alshamiri
Subject: Route chat based on subject selection from dropdown list

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)

------------------------------
Hussein Alshamiri
Hadef Information Technology Co.
------------------------------

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,

------------------------------
Hussein Alshamiri
Hadef Information Technology Co.
------------------------------

Original Message:
Sent: 02-08-2021 02:24
From: Mohammed Khaleel
Subject: Route chat based on subject selection from dropdown list

Hi Hussain,

You can use skill-based routing I believe.


------------------------------
Mohammed

Original Message:
Sent: 02-07-2021 12:07
From: Hussein Alshamiri
Subject: Route chat based on subject selection from dropdown list

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)

------------------------------
Hussein Alshamiri
Hadef Information Technology Co.
------------------------------

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.

------------------------------
Scott Williams
Missouri Higher Education Loan Authority
------------------------------

Original Message:
Sent: 02-09-2021 12:30
From: Hussein Alshamiri
Subject: Route chat based on subject selection from dropdown list

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,

------------------------------
Hussein Alshamiri
Hadef Information Technology Co.

Original Message:
Sent: 02-08-2021 02:24
From: Mohammed Khaleel
Subject: Route chat based on subject selection from dropdown list

Hi Hussain,

You can use skill-based routing I believe.


------------------------------
Mohammed

Original Message:
Sent: 02-07-2021 12:07
From: Hussein Alshamiri
Subject: Route chat based on subject selection from dropdown list

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)

------------------------------
Hussein Alshamiri
Hadef Information Technology Co.
------------------------------

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.

------------------------------
Mohammed Bazzi
Viacomms Telecom KSCC
------------------------------

Original Message:
Sent: 02-09-2021 12:30
From: Hussein Alshamiri
Subject: Route chat based on subject selection from dropdown list

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,

------------------------------
Hussein Alshamiri
Hadef Information Technology Co.

Original Message:
Sent: 02-08-2021 02:24
From: Mohammed Khaleel
Subject: Route chat based on subject selection from dropdown list

Hi Hussain,

You can use skill-based routing I believe.


------------------------------
Mohammed

Original Message:
Sent: 02-07-2021 12:07
From: Hussein Alshamiri
Subject: Route chat based on subject selection from dropdown list

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)

------------------------------
Hussein Alshamiri
Hadef Information Technology Co.
------------------------------

Thank you Scott and "both" Mohammeds.

------------------------------
Hussein Alshamiri
Hadef Information Technology Co.
------------------------------

Original Message:
Sent: 02-07-2021 12:07
From: Hussein Alshamiri
Subject: Route chat based on subject selection from dropdown list

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)

------------------------------
Hussein Alshamiri
Hadef Information Technology Co.
------------------------------