Again, another one that was answered in the AMA, but not online - shame on those Joes!
As mentioned, your in-queue flow will not trigger if there are idle agents. Also, the initiation state should fire with the flow, but the Recurring state only kicks in 60 seconds after finishing the Initial state.
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Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
https://www.Avtex.comhttps://RobertWC.Blogspot.com------------------------------
Original Message:
Sent: 08-30-2022 16:59
From: Trey Miller
Subject: In-Queue Email Flow Trigger
Hey everyone,
I'm attempting to use an In-Queue Email flow to apply skills to the email messages. An initial inbound flow routes the email to a queue, and that queue has the In-Queue Flow set to the flow which assigns skills based on the contents of the email. However, the In-Queue flow does not seem to be triggering until the interaction gets assigned to an agent. The emails will sit in the queue, no skill, no changes, but as soon as the email is assigned to an agent or the agent "claims" the email the In-Queue Flow runs and the skills are applied.
Why doesn't the In-Queue Email flow trigger when the email interaction arrives in the queue?
#DigitalChannels
#Routing(ACD/IVR)
#SystemAdministration
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Thanks,
Trey Miller
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