The Connect Agent task finds the best agent to handle the interaction.
With the Connect Agent task, you can configure the following:
Agent selection strategy
Dequeue timeout
Working hours check
Properties
Properties
Description
Strategy
Select the strategy to use for agent selection:
MOST_IDLE: The interaction routes to the agent who is idle for the longest time.
OCCUPANCY: The interaction routes to the agent who statistically is the least occupied.
Dequeue timeout
Dequeue timeout is the time Orchestration waits before abandoning the attempt to find an agent for the engagement.
When you set a timeout value, the Dequeue timeout output activates when the timeout period elapses. The engagement dequeues.
When you set the timeout period, connect a suitable path from the Dequeue timeout output. Similarly, when you connect a path from the Dequeue timeout output, ensure to set the dequeue timeout period.
If no dequeue timeout period is set, Orchestration does not abandon the wait for an agent. Eventually, if no agent is found, Avaya Experience Platform™ Public Cloud will abandon the attempt, and Orchestration follows the error path.
Attempt to connect the last agent
Select to connect the customer with the last agent if the customer previously received treatment in the contact center.
If Orchestration cannot find the agent, Orchestration uses a standard routing procedure.
Check working hours
Select to activate the working hours check for the queue.
If an interaction is queued to multiple queues, queuing succeeds if any of those queues is in hours. Queuing fails, and Orchestration selects the Out of hours output only if all the queues are out of hours.
If a queue is not associated with a timetable, the check is not applicable.
Target tasks
The following table describes the outputs of the task and suggested target tasks for each output:
Output
Description
Target task
Agent dequeue timeout
This output becomes active when the timeout period has elapsed. Orchestration abandons the attempt to find an agent and dequeues the engagement.
The target tasks for the Agent dequeue timeout output depend on how the contact center wants to handle the situation.
For example, the contact center might want to play a message and disconnect the customer using Give Treatment and Disconnect. Alternatively, the contact center might want to direct the customer to a different Automation flow to determine alternative queueing parameters before attempting to connect to an agent again. In this case, the contact center can use Start Automation.
The interaction is in the queue, waiting for an available agent.
Dotted lines connect the output with the target tasks. Dotted lines mean that while the customer is waiting for an agent, both the Connect Agent task and the target tasks are active. When the contact center connects a customer to an agent, Orchestration automatically ends the target tasks.
warning
Connect only the Give Treatment and Business Strategy tasks to the Waiting for Agent output directly or indirectly. Do not connect tasks of the Contact Center category such as Start Automation, Find Engagement, or Add Virtual Agent to this output. If you connect the Contact Center tasks directly or indirectly to the Waiting for Agent output, the interaction can follow an unexpected path when the agent becomes available, or an agent dequeue happens.
