Queue transitions

The Queue Transitions visual editor is a tool for supervisors (or admins) to create and edit rules for handling missed calls and follow-up calls resulting from system events.

The editor can be found in FrontStage administration, section Metadata ‣ Queue Transitions. You need the EditProjectTransition role to access the editor.

The running editor displays a list of all created rules. It is populated with the result of a data query. Its ID is set in the configuration parameter ProjectTransitionAdminQueryId.

In the upper right corner there are buttons for interacting with the records:

  • Create - Displays a popup window to create a new transition.

  • Delete - Bulk action. Deletes the marked records in the list.

Detail tab

  • ID - GUID, not editable.

  • Schedule mode - Time condition. If none is selected, time is not checked.

    • Yearly - valid on a specific day of the year, every year, time from/to

    • Single range - valid on a specific date (including the year), time from/to

    • Weekly - valid on specific days of the week, every week, time from/to

  • Original queue - The rule is applied only to calls originating from this queue.

    • If not filled in, the rule is applied regardless of the queue of the missed call.

    • Rules with a specified queue take precedence.

  • Target queue - The outbound call can be routed either to a specific selected queue or to the same queue from which it originated by reselecting it.

  • Processing type - Specifies the type of system event that occurred for creating or processing the call:

    • Abandon - Calls lost while waiting in the collector (for predictive voice campaigns)

    • IvrCallBack - Customer requested a callback from IVR

    • IvrFeedback - Callback based on customer feedback provided via IVR

    • IvrFeedbackIC - IvrFeedback originating only from an inbound call, with more detailed condition restrictions

    • IvrFeedbackOC - IvrFeedback originating only from an outbound call, with more detailed condition restrictions

    • LostShift - missed calls

  • Voice campaign - The outbound call is scheduled for a specific campaign, which defines queue parameters, skills, language, knowledge, priority, rescheduling, and features such as manual distribution or call preview.

    Note

    If this parameter is filled in along with the Target queue parameter, all parameters from the specified campaign are used except for the queue, which is taken from the Target queue.

Processing type in detail

Abandon

Used for rescheduling calls that were not connected within a predictive campaign.

Configuration prerequisites:

The assigned campaign has the parameters Reschedule after predictive loss (time interval after a failed call before rescheduling) and Predictor set.

 ../../_images/abandon-usage1.en.png

The queue transition is set to a predictive campaign, and the processing type is “Abandon”.

 ../../_images/abandon-usage2.en.png

Properties:

  • In this combination, you can use the Schedule mode, ensuring rescheduling does not occur at an inappropriate time.

  • If Original queue is not filled in, the system assumes that calls from any queue can be rescheduled.

Important

If only Target queue is filled in but NOT Voice campaign, the system will automatically select the first campaign linked to the queue. Therefore, it is recommended to always specify the campaign.

Successful processing condition:

  • The call was lost during the waiting phase for an agent (CallResult = Lost). It must be a campaign with a predictor.

  • The outbound call campaign has the Reschedule after predictive loss field filled in (it must not be NULL, but it can be 0).

  • There is a transition of type “Abandon” where the queue conditions match, Voice campaign is filled in, and the Schedule mode is valid at the given moment.