JeffBuzhardt | 2017-03-17 17:18:18 UTC | #1
Multiple related issues:
- Maintain a history of previous agent for a caller, and/or a preferred agent for a caller.
- Route calls to agents based on previous / preferred / general pool bullseye type routing.
1 above) more than likely to be housed in a non-PureCloud environment (CRM, SFDC, etc.). For completeness, can this information exist within PureCloud?
2 anyway) to cause ACD to be weighted for the previous - preferred - general agent pool?
tim.smith | 2017-03-17 18:34:19 UTC | #2
Maintain a history of previous agent for a caller, and/or a preferred agent for a caller. more than likely to be housed in a non-PureCloud environment (CRM, SFDC, etc.). For completeness, can this information exist within PureCloud?
You could use analytics queries to inspect previous conversations, but PureCloud isn't a custom database to store arbitrary data. You would need to provide your own data store to store custom data and access it with a bridge server integration.
Route calls to agents based on previous / preferred / general pool bullseye type routing. to cause ACD to be weighted for the previous - preferred - general agent pool?
There's documentation on the resource center about Bullseye routing. Architect doesn't currently support targeting a single user dynamically.
system | 2017-08-28 19:33:06 UTC | #3
This post was migrated from the old Developer Forum.
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