Routing

Last Updated : Dec 27, 2023 |

When an interaction is routed to the contact center, many attributes can be associated with it from a variety of sources. Orchestration services collate all of these attributes into a set, and this determines how agent matching occurs.

Avaya Experience Platform™ Public Cloud uses a dynamic queue, which changes for each set of routing attributes requested. To reduce customer wait times, Avaya Experience Platform™ Public Cloud can refine the requested attributes and route the interaction to an agent that matches with some of the requested attributes. Avaya Experience Platform™ Public Cloud can also set alternative attributes and route interactions to the first available agents matching the alternative attributes set. These routing strategies help to reduce customer wait times and improve customer satisfaction by still routing interactions to agents that can resolve the customers' request. You can refine your contact center's routing strategy to suit the needs of your business and customers.

Blending and multiplicity

Avaya Experience Platform™ Public Cloud supports both blending and multiplicity. Using Avaya Workspaces, an agent can handle inbound and outbound calls across channels, such as phone calls, emails, text, and chats. An agent can also handle multiple concurrent contacts.

Attributes apply across all channels. Agents can handle interactions across multiple channels, which can all be routed based upon the same set of attributes. Agents must be configured to handle specific channels, with interactions that best match the agent's skills routing to their configured channels.

Agents can simultaneously handle multiple interactions using different channels. Account administrators can configure the maximum number of active interactions agents can have open at any one time, ensuring agents do not get overloaded. Agents can handle the following interactions:

  • Maximum 5 emails and chat interactions simultaneously

  • Maximum 10 messaging interactions simultaneously

  • Maximum 20 interactions simultaneously

Agents can handle only one voice interaction at a time.

Routing strategies

Avaya Experience Platform™ Public Cloud supports routing strategy that allows the contact center to route interactions efficiently, thereby improving customer experience and enhancing the reputation of your business. You can choose Most Idle Agent (MIA) strategy to route interactions to the agent who is idle for the longest time.

You can also define how interactions are prioritized when agents are available. You can choose to route interactions based on the greatest need or based on the proficiency range. If you choose greatest need, Avaya Experience Platform™ Public Cloud routes the highest priority interaction with the longest wait time. If you choose proficiency level, Avaya Experience Platform™ Public Cloud routes the highest priority, longest waiting interaction to the most proficient agent available to handle the needs of the customer.

Timeout values

When an interaction is queued, Avaya Experience Platform™ Public Cloud sets a queue timer. If the timer expires before the interaction routes to an agent, Avaya Experience Platform™ Public Cloud removes the interaction from the queue. The queue timer value varies by channel type.

The following table lists the maximum timeout value supported for each channel:

Channel

Maximum timeout value (seconds)

Default value (seconds)

Messaging

604800 (7 days)

14400 (4 hours)

Chat

10800 (3 hours)

10800 (3 hours)

Email

604800 (7 days)

604800 (7 days)

Voice

7200 (2 hours)

7200 (2 hours)
Note:

The default values are set in the default workflows for these channels in Orchestration. An account administrator cannot change these values in default workflows but can create new workflows where the adminstrator can change the default value using the override option. However, the administrator cannot enter a value more than the maximum supported value.