Configuring queues

Last Updated : Aug 24, 2022 |

About this task

To use queue-related information that Google Dialogflow agents collect in Avaya Experience Platform™ Public Cloud, match parameter names and values from Google Dialogflow agents with Avaya Experience Platform™ Public Cloud queues in an Automation virtual agent.

Before you begin

  • Create a Google Dialogflow agent to collect information relevant for queueing.

  • Ensure that you configured appropriate parameters in the Google Dialogflow agent.

Procedure

  1. In the Virtual Agents view, locate the required virtual agent and click the Edit icon.
  2. Click the Store Context tab.
  3. Click the Queue Selection subtab.
  4. To add a new queue, click the Add icon.

    Automation shows the Queue Selection window.

  5. In the Parameter Name field, type the Google Dialogflow parameter name relevant for queueing.

    The parameter name is not case-sensitive.

  6. In the Parameter Value field, type the value.

    Google Dialogflow agent collects the queue-related parameter value in the Google Dialogflow parameter.The parameter value is not case-sensitive.

    Automation matches the Google Dialogflow parameter value to the specified queue and sends the data to Avaya Experience Platform™ Public Cloud.

  7. To select the required queue, in the Queue field, use the Search... field or scroll the list of the available queues.
  8. To save the changes, click the Save icon.

    Automation shows the queue in the list of queues you configured.

  9. Repeat steps 4 to 8 for all Google Dialogflow parameters and values to which you link queues.
  10. To save the virtual agent, click one of the following:

    • Save Draft: To save the virtual agent as a draft.

    • Save Version: To save the virtual agent as a version.

Related information
Collecting data for Avaya Experience Platform Public Cloud