Lab 5 - Routing based on CC metrics - APIs from flow
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Learning Objectives
Callers can be identified based on their relationships with the business they are calling. We've seen examples of identifying the caller by their calling number. What if they've been identified but due to other reasons we were unable to provide them with the desired experience? Webex CC now offers the ability to invoke Analyzer APIs from inside the Flow Designer to make routing decisions based on CC metrics.
Flow Designer
Navigate to CUSTOMER EXPERIENCE and Flows and open the MainFlow_
We will use option 3 under the main menu - Skills-based routing with APIs
Review the flow MainFlow_
Feel free to review each node to understand what is being done. This option will calculate the duration of the last 7 days and use the search API to check if any call from this ANI was outside of the set service level. If yes, then a variable priorityBasedonAPIlookup is set to 1.
When setting the caller into a queue (QueueContact node), the same priorityBasedonAPIlookup variable will be set for the priority of the call. If set to 1, the call will be treated as highest priority and will jump over others waiting in queue ahead of it.
Let's dive in!
What is the SLA for these queues?
The queue we use is SBR_TechnicalSupport_
Navigate to CUSTOMER EXPERIENCE - Queues and look up this queue. Scroll down to Advanced Settings
We have defined any call going through this queue needs to be answered under 30 seconds to remain inside service level.
First call
Make a phone call to the EP DN and choose option 2 (yes, option 2) but place both Agent and Agent 2 unavailable to take calls.
Allow the call to wait for longer than 30 seconds. Now make the agents available and depending on the ANI being recognized or not, one of the agents will receieve the call.
Second call
From the same ANI, make another phone call and choose option 3. The API call will be triggered from the HTTPRequest node and set the priorityBasedonAPILookup variable to 1 since the previous call we made from the same number did not get answered inside the service level threshold of 30s.
When the agent is available based on your choice of Mobile Service, they will see the call delivered over any other call that was in queue. The agent desktop will show the value of priorityBasedonAPILookup amongst other fields
How does this work?
Under TENANT SETTINGS - Integrations look at the possible connectors. The WxCC_API connector is what is used for this exercise. You do not have to add anything for this lab but if you did the process is now as simple as
The webex CC connector offers access to all possible use cases to invoke from inside the Flow designer. The list of APIs can be found in the https://developer.webex-cx.com/ page.
Summary
You have unlocked yet another source of data points for decision making using CC metrics APIs from the Flow Designer. The possibilities are endless as more APIs are made available. They will all be accessible through the webex CC connector through the Flows that you build