Business Strategy

Last Updated : Jul 24, 2024 |
Prolog information
Metadata
Keywords:
The Business Strategy task can change the routing strategy for customers waiting in a queue based on one or more of the following conditions:
  • Customer Wait Time
  • Estimated Wait Time
  • Agent Count
You can add one or more strategies depending on your business needs. For each strategy, you can configure conditions and actions.

Properties

Properties
Description
On Entry
Use the On Entry section to configure how to change the routing strategy when the Business Strategy task starts. It guarantees that Orchestration immediately runs this strategy. Conditions are optional for this strategy. When you do not specify a condition, Orchestration considers the start of the task to be a condition.
The Immediate Exit functionality guarantees that the action you select is fixed for the particular condition. When you select this check box, you cannot configure further strategies. Orchestration selects the Exit Strategy output when it runs the configured strategy. Orchestration shows the output when you close the Properties pane.
Add Strategy
Use Add Strategy to configure one or more strategies for the workflow.

Conditions

Conditions in the Business Strategy task use the following queue characteristics:
  • Customer Wait Time: The time in seconds that the customer waits for an available agent. It does not include the time before queuing started.
  • Estimated Wait Time: The estimated time in seconds that the customer is expected to wait for an available agent. Orchestration calculates the estimated wait time based on queue, channel, and routing attributes.
  • Agent Count: The number of logged-in agents with matching channels, queues, and attributes to whom Orchestration can assign an interaction from the queue. Orchestration does not consider the state of agents or the channel availability state.
The following table describes available conditions under which Orchestration performs the actions you select in the Actions section.
Conditions
Description
Customer Wait Time
Use this condition to configure when to change the routing strategy based on the customer wait time. For example, to take an action when a customer is waiting more than 5 minutes, select >, type 5, and select min.
Estimated Wait Time
Use this condition to configure when to change the routing strategy based on the estimated wait time. For example, to act when the estimated wait time exceeds 10 minutes, select >, type 10, and select min.
Agent Count
Use this condition to configure when to change the routing strategy based on the agent count. For example, to act when one agent or no suitable agent can handle an interaction, select <= and type 1.
Orchestration evaluates the strategies with Estimated Wait Time and Agent Count when the Business Strategy starts. When a strategy contains Customer Wait Time, Orchestration evaluates the strategy when the condition time has elapsed. In this case, if other clauses are present, Orchestration evaluates them at that time. The Estimated Wait Time and Agent Count values in the other clauses are the values when the Business Strategy task started. If all conditions in the strategy apply, Orchestration performs an action you assigned to the strategy.

Actions

You must select at least one of the following actions for each strategy you configure. You can combine the actions if required.
Actions
Description
Priority
Select this action to change the priority of the interaction. The available range is between 1 and 10. A level of 1 is the highest priority level.
Before the update, Orchestration uses the value you set for the queue in business rules. If the queue does not have a business rule with a specified priority value, Orchestration uses the default value, which is 5.
Modify Requested Queue
Select this action to remove or add queues, increasing the likelihood that an agent match occurs on time.
To ensure that Orchestration uses a queue that is in hours, select the Add only if queue is in hours check box.
Replace with New Queue
Select this action to assign a new queue to the interaction.
To ensure that Orchestration uses a queue that is in hours, select the Add only if queue is in hours check box.
Modify Attributes
Select this action to remove or add attributes to the matching parameters, increasing the pool of agents who can treat the interaction.
You can select individual attributes or attribute categories.

Business Strategy task limitations

The Contacts Queuing count does not decrease when you use Business Strategy actions to transfer an interaction to another queue and an agent on that queue responds to the interaction.
For example:
  1. An incoming caller chooses option 1 for Queue A.
  2. After waiting for 20 seconds, the Business Strategy task transfers the caller to Queue B.
  3. The Waiting Engagement Count displays as 1 on Queue A and 1 on Queue B.
  4. The Contacts Queueing count displays 1 on Queue A.
  5. An agent answers the call on Queue B.
  6. Ideally, the Contacts Queueing count must decrease to 0. However, the count on Queue A remains at 1.

Target tasks

The following table describes the outputs of the task and suggested target tasks for each output:
Output
Description
Target task
Exit Strategy
Orchestration runs the configured exit strategy.
Orchestration shows this output when you select the Immediate Exit check box for the On Entry strategy.
You can only connect the output to another Business Strategy task.
Business Strategy
Related links
Orchestration tasks and properties
Defining business strategy