The Find Engagement task facilitates the customer to directly connect to an agent when the customer has had a recent interaction with the contact center. Find Engagement searches the Customer Journey service for an engagement between the customer and an agent in a specified time range. If there is a successful recent engagement, the customer is connected to an agent based on the previous queue and attribute information. The customer connects to any suitable agent, not necessarily the same agent from the previous engagement. The customer does not have to interact with Automation to re-enter information.

If there is no recent engagement, the customer is directed to Automation to determine queue and attribute information.

Find Engagement is suitable for every channel. The task matches the channel type of the recent engagement for the current engagement.

Transfer scenario

If the customer was transferred in the last engagement, Find Engagement selects the most recent queuing and attributes information. For example, if the customer was first routed to a support queue and transferred by the agent to the sales queue, Find Engagement uses the queue and attribute information of the sales queue.

Properties

Target tasks

The following table describes the outputs of the task and suggested target tasks for each output: