Genesys Cloud - Main

Thomas,

I think collecting this information inside of the In-Queue flow is problematic.  As you have noticed, as soon as an agent becomes available the in-queue flow is interrupted and the call is sent to the agent.  So, if the steps to Set Participant data or Set Screenpop are not completed, the information will not be available for the script. 

Is there a reason you wouldn't collect this information on an in-queue flow?  That would insure that all the necessary steps are completed before the call is offered to an agent. If this information had to be collected in an in-queue flow, you could send these calls to a queue that is not staffed, and at the end of the in-queue flow, you could put a transfer to ACD action to send it to a staffed queue.  

Thank you,

Thank you for your quick response Jason,

My basic considerations were as follows: Since we do not yet have an integration with our customer management system, I did not want to "bother" all callers with bot inquiries at the beginning of a conversation. My approach was that I want to directly route callers to available agents during free phases and ask them during waiting periods if they would like to use the waiting time to provide us with some information. In doing so, I wanted to avoid having them lose their place in the queue by using the bot. Furthermore, I wanted to avoid generating additional offered calls that would need to be accounted for in the reporting by switching to an inbound flow and then back to the queue. If my approach doesn't work as intended, I'll need to come up with something else.

Viele Grüße,

Thomas

Thomas,

I think collecting this information inside of the In-Queue flow is problematic.  As you have noticed, as soon as an agent becomes available the in-queue flow is interrupted and the call is sent to the agent.  So, if the steps to Set Participant data or Set Screenpop are not completed, the information will not be available for the script. 

Is there a reason you wouldn't collect this information on an in-queue flow?  That would insure that all the necessary steps are completed before the call is offered to an agent. If this information had to be collected in an in-queue flow, you could send these calls to a queue that is not staffed, and at the end of the in-queue flow, you could put a transfer to ACD action to send it to a staffed queue.  

Thank you,

Hello Thomas,

It looks like you the last thing you do is to save Participant Data.

Instead you could save each data as soon as you have the information, for example after the bot collected Intent, save it in Participant Data before asking about date of birth, and so on.

That way you'll at least have the information for each step the customer answered before connected to an agent.

Thank you for your quick response Jason,

My basic considerations were as follows: Since we do not yet have an integration with our customer management system, I did not want to "bother" all callers with bot inquiries at the beginning of a conversation. My approach was that I want to directly route callers to available agents during free phases and ask them during waiting periods if they would like to use the waiting time to provide us with some information. In doing so, I wanted to avoid having them lose their place in the queue by using the bot. Furthermore, I wanted to avoid generating additional offered calls that would need to be accounted for in the reporting by switching to an inbound flow and then back to the queue. If my approach doesn't work as intended, I'll need to come up with something else.

Viele Grüße,

Thomas

Thomas,

I think collecting this information inside of the In-Queue flow is problematic.  As you have noticed, as soon as an agent becomes available the in-queue flow is interrupted and the call is sent to the agent.  So, if the steps to Set Participant data or Set Screenpop are not completed, the information will not be available for the script. 

Is there a reason you wouldn't collect this information on an in-queue flow?  That would insure that all the necessary steps are completed before the call is offered to an agent. If this information had to be collected in an in-queue flow, you could send these calls to a queue that is not staffed, and at the end of the in-queue flow, you could put a transfer to ACD action to send it to a staffed queue.  

Thank you,