Lab 1 - Routing Returning Callers

Story

When a customer calls back into the contact center within ten minutes of their last call ending, we can assume there was a dropped call, missed callback, or they need additional assistance from their last interaction. We are going to prioritize their call in the queue so that they can finish their business.

High Level Explanation

New call comes into the flow
Call the Search API to check if the ANI (caller's number) had a call which ended in the last 10 minutes
If the caller had a connected call which ended within the last 10 minutes, we will play a message and will queue the call with a higher priority so they will get assigned to the next available agent.
If the caller did not end a call with the contact center in the previous 10 minutes, we will queue the call normally

Preconfigured Elements

Wait treatment Subflow which will provide Music in Queue and Queue Messages.
Connector for calling Webex Contact Center APIs

Build

Create an new flow

Create a flow named yourLabID_ReturningCaller

Create this flow variable

Name: previousID

Type: String

Default Value: empty

Add a Play Message node for our welcome message

Connect the New Phone Contact output node edge to this Play Message node

Enable Text-To-Speech

Select the Connector: Cisco Cloud Text-to-Speech

Click the Add Text-to-Speech Message button

Delete the Selection for Audio File

Text-to-Speech Message: Welcome to Lab 1 of Solutions use-cases and APIs.

Add an HTTP Request node for our query

Connect the output node edge from the play message node to this node

Select Use Authenticated Endpoint

Connector: WxCC_API

Path: /search

Method: POST

Content Type: Application/JSON

Copy this GraphQL query into the request body:

{"query":"query lastTen($from:Long! $to:Long! $timeComparator:QueryTimeType $filter:TaskFilters){task(from:$from,to:$to,timeComparator:$timeComparator,filter:$filter){tasks{id status channelType createdTime endedTime origin destination direction terminationType isActive isCallback lastWrapupCodeName}}}","variables":{"from":"{{now() | epoch(inMillis=true) - 600000}}","to":"{{now() | epoch(inMillis=true)}}","timeComparator":"endedTime","filter":{"and":[{"status":{"equals":"ended"}},{"origin":{"equals":"{{NewPhoneContact.ANI}}"}},{"connectedCount":{"gte":1}}]}}}

Expanded Query For Understanding (optional)

query lastTen(
  $from: Long!
  $to: Long!
  $timeComparator: QueryTimeType
  $filter: TaskFilters
) {
  task(from: $from, to: $to, timeComparator: $timeComparator, filter: $filter) {
    tasks {
      id
      status
      channelType
      createdTime
      endedTime
      origin
      destination
      direction
      terminationType
      isActive
      isCallback
      lastWrapupCodeName
    }
  }
}

Variables:
{
  "from": "{{now() | epoch(inMillis=true) - 600000}}", # time now - 10 minutes represented in EPOCH time(ms)
  "to": "{{now() | epoch(inMillis=true)}}", # time now represented in EPOCH time(ms)
  "timeComparator": "endedTime",
  "filter": {
    "and": [
      {
        "status": {
          "equals": "ended"
        }
      },
      {
        "origin": {
          "equals": "{{NewPhoneContact.ANI}}" # ANI or caller phone number
        }
      },
      {
        "connectedCount": {
          "gte": 1
        }
      }
    ]
  }
}

Parse Settings:

Content Type: JSON

Output Variable: previousID
Path Expression: $.data.task.tasks[0].id

Add a Condition node

Connect the output from the HTTP Request node to this node

Expression: {{previousID is empty}}

We will connect the True node in a future step.

Connect the False node edge to the Play Message node created in the next step.

Add a Play Message node

Connect the False node edge from the previous step to this node

Enable Text-To-Speech

Select the Connector: Cisco Cloud Text-to-Speech

Click the Add Text-to-Speech Message button

Delete the Selection for Audio File

Text-to-Speech Message: It looks like you were just working with an agent and had to call back in. We are prioritizing this call for the next available agent.

Add a Queue Contact node

Connect the output node edge from the Play Message node added in the last step to this node

Select Static Queue

Queue: yourQueueID

Select Static Priority

Static Priority Value: P1

Add a Subflow node

In the Activity Library pane on the left side of the screen, click Subflows

Find the Subflow names WaitTreatment and drag it onto the flow canvas like you would any other node.

Connect the output node edge from the Queue Contact node added in the previous step to this node.

Subflow Label: Latest

Enable automatic updates: True

Subflow Input Variables: None

Subflow Output Variables: None

Connect the output node edge from this node to the Disconnect Contact node added in the next step.

Add a Disconnect Contact node

Add a Queue Contact node

Connect the True node edge from the Condition node to this node

Select Static Queue

Queue: yourQueueID

Connect the Output node edge from this node to the Subflow node

Check your flow

Publish your flow

Turn on Validation at the bottom right corner of the flow builder

If there are no Flow Errors, Click Publish

Add a publish note

Add Version Label(s): Live

Click Publish Flow

Note

Remember to select "Return to Flow" after you publish your flow.

Map your flow to your inbound channel

Navigate to Control Hub > Contact Center > Channels

Locate your Inbound Channel (you can use the search):

Select the Routing Flow: _ReturningCaller

Select the Version Label: Live

Click Save in the lower right corner of the screen

Testing

Launch the Agent Desktop and log in selecting the Desktop option for your Voice connection.
On your Agent Desktop, make sure your status is not set to available
1. Using Webex, place a call to your Inbound Channel number
2. After you hear the queue treatment start, you can abandon the call
Using Webex, place another call to your Inbound Channel number
On your Agent Desktop, set your status to available
1. You should be offered a call, click on the accept button. (You may want to mute the mic on both Webex and the Agent Desktop)
2. After a few moments end the call and select a wrapup code.
In your Flow:
1. Open the Debugger
2. Select the last interaction (at the top of the list)
3. Trace the steps taken in the flow
Answer these questions:
1. Was the call queued with priority?
  1. Why or why not?
Close the Debugger
Using Webex, place another call to your Inbound Channel number
On your Agent Desktop, set your status to available
1. You should be offered a call, click on the accept button. (You may want to mute the mic on both Webex and the Agent Desktop)
2. After a few moments end the call and select a wrapup code.
In your Flow:
1. Open the debugger
2. Select the last interaction (at the top of the list)
3. Trace the steps taken in the flow
Answer these questions:
1. Was the call queued with priority?
  1. Why or why not?
2. If you called another Inbound Channel number with the same flow logic, would your call be prioritized?
  1. How could you change this behavior?

Once you have completed the testing, let the instructor know.