Lab 2 - Last Agent Routing Using Simulated Auto CSAT

Story

A common request for returning customers calling into a contact center is to work with the last person with which they had a good experience. This may be because they are already familiar with what the customer needs or it may just be that the customer is familiar with the agent and enjoyed their last interaction. With the new Auto CSAT feature in the Webex Contact Center we can automatically account for this request and route to the last agent which had a high Auto CSAT with the customer.

Note

Because this is a lab environment and you will be playing both the role of the customer and agent, we are going to use a simulated CSAT as it would be difficult to properly score a call in these conditions.

High Level Explanation

New call comes into the flow
Call the Search API to find the last agent with which they had a good CSAT
If the agent is available, we will route the call to that agent
If the agent is not available or if no recent good CSAT scores exits for the caller, we will route the call to the queue for the next available agent.

Preconfigured elements

Wait treatment Subflow which will provide Music in Queue and Queue Messages.
Connector for calling Webex Contact Center APIs
Agent Editable and Reportable Global Variable for our simulated CSAT

Build

Create an new flow

Create a flow named yourLabID_LARwCSAT

Create these flow variables

Name: agentID

Type: String

Default Value: empty

Name: queriedCSAT

Type: Decimal

Default Value: 0.0

Add the Global Variable simulatedCSAT to the flow

There are no values to set because it has already been configured globally

Add a Play Message node for our welcome message

Connect the New Phone Contact 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 2 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 simulatedCSAT($from:Long! $to:Long! $timeComparator:QueryTimeType $filter:TaskFilters $name:String!){task(from:$from,to:$to,timeComparator:$timeComparator,filter:$filter){tasks{owner{name id}simulatedCSAT:doubleGlobalVariables(name:$name){name value}}}}","variables":{"from":"{{now() | epoch(inMillis=true) - 604800000}}","to":"{{now() | epoch(inMillis=true)}}","timeComparator":"endedTime","filter":{"and":[{"status":{"equals":"ended"}},{"origin":{"equals":"{{NewPhoneContact.ANI}}"}},{"doubleGlobalVariables":{"name":{"equals":"simulatedCSAT"},"value":{"gte":3}}}]},"name":"simulatedCSAT"}}

Expanded Query For Understanding (optional)

query simulatedCSAT(
  $from: Long!
  $to: Long!
  $timeComparator: QueryTimeType
  $filter: TaskFilters
  $name: String!
) {
  task(from: $from, to: $to, timeComparator: $timeComparator, filter: $filter) {
    tasks {
      owner {
        name #Agent Name
        id #Agent ID
      }
      simulatedCSAT: doubleGlobalVariables(name: $name) {
        name
        value #Value of the simulatedCSAT
      }
    }
  }
}

Variables:

{
  "from": "{{now() | epoch(inMillis=true) - 604800000}}", # time now - 1 week 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}}"
        }
      },
      {
        "doubleGlobalVariables": { #Filtering on the Global Variable simulatedCSAT to be greater or equal to 3 
          "name": {
            "equals": "simulatedCSAT" 
          },
          "value": {
            "gte": 3
          }
        }
      }
    ]
  },
  "name": "simulatedCSAT" #The Alias name used for the global variable in the returned fields
}

Parse Settings:

Content Type: JSON

Output Variable: agentID
Path Expression: $.data.task.tasks[0].owner.id
Output Variable: queriedCSAT
Path Expression: $.data.task.tasks[0].simulatedCSAT.value

Add a Condition node

Connect the output node edge from teh HTTP Request node to this node

Expression: {{agentID is empty}}

We will connect the True node in a future step.

Connect the False node edge to the Queue To Agent node created in the next step.

Add a Queue To Agent node

Agent Variable: agentID

Agent Lookup Type: ID

Set Contact Priority: True

Select Static Priority

Static Priority Value: P1

Reporting Queue: yourQueueID

Park Contact if Agent Unavailable: False

Recovery Queue: yourQueueID

Connect the Output and Error node edges to the Queue Contact node created in the next step

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

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

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

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: _LARwCSAT

Select the Version Label: Live

Click Save in the lower right corner of the screen

Testing

Launch the Agent Desktop and log in using the Desktop option.
On your Agent Desktop, set your status to available
1. Using Webex, place a call to your Inbound Channel number
2. 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)
3. In the Agent Desktop you will see a new field in Call Information section where you can edit the Simulated CSAT. Enter a value of 2.9 and click save.
4. After a few moments end the call and select a wrapup code.
Using Webex, place another call to your Inbound Channel number
1. You should be offered the call, click on the accept button.
2. Enter a value of 3.7 in for Simulated CSAT and click save.
3. After a few moments end the call and select a wrapup code.
In your Flow:
1. Open the debugger
2. Select the first interaction (at the bottom of the list)
3. Trace the steps taken in the flow
4. Open the last interaction
5. Trace the steps taken in the flow
Answer these questions:
1. Did the second call get routed to your agent via the Queue To Agent node?
  1. Why or why not
On your Agent Desktop, set your status to not be available
Using Webex, place another call to your Inbound Channel number
After you hear the queue treatment start, change your status to available on the agent desktop.
1. You should be offered the call, click on the accept button.
2. Enter a value of 2.8 in for Simulated CSAT and click save.
3. After a few moments end the call and select a wrapup code.
In your Flow:
1. Open the debugger
2. Select the last interaction
3. Trace the steps taken in the flow
Answer these questions:
1. Was the call routed to the Queue to Agent node?
2. What happened next?
  1. Why?
  2. What will happen if you call in again starting in the Available status?
Make sure that you are in Available status on the agent desktop.
Using Webex, place another call to your Inbound Channel number
1. You should be offered the call, click on the accept button.
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
3. Trace the steps taken in the flow
Answer the following questions:
1. Was the call offered to you from the Queue to Agent node?
2. What was the value of the variable queriedCSAT (look in the HTTP node step)
  1. Why?
3. How do you think that you could change the logic/criteria to meet other business needs?

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