Help Center/ Customer Engagement Center/ User Guide/ Tenant Administrator Guide/ Robot Management and Configuration Guide/ Configuring an Intelligent Robot/ Reference/ Diagram Elements/ Offline Queue
Updated on 2025-11-07 GMT+08:00
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Offline Queue

This diagram element supports offline queue query, addition, and deletion.

Diagram Element

Parameter Description

Figure 1 Node Attribute
  • Node Name: name of a node.
  • Description: details of a node.
  • Type: You can select Query offline queue or Delete offline queue.
  • Customer Number: This field is mandatory and can be assigned a value through a variable.
  • Queue Info Map Structure: This field is used to obtain the offline queue result. The key value of the map is the skill queue ID.
  • Queue Info Array Structure: This field is used to obtain the offline queue result. The sequence values of the two elements in the array are the number of queuing users and the estimated queuing time.

Typical Scenario

When a user makes a call to the system and the skill queue is busy, the user can select the offline queue mode. After queuing, the user hangs up. The CTI uses the agent preoccupation mode. That is, the CTI calls an agent and then calls a user, which is the callback feature. In this way, the agent can talk with the user.

The offline callback scenarios are as follows:

  • When the IVR initiates a callback based on the callback record, the callback ends if the agent answers the call but the customer does not answer the call (ringing or power-off). In this case, the IVR does not initiate the callback again.
  • When the IVR initiates a callback based on the callback record, a maximum of three callback attempts can be made if the agent does not answer the call. If the call is not answered after three callback attempts, the IVR does not initiate the callback again.
  • After the offline queuing time set in the flow expires, the IVR does not initiate the automatic callback again.

Procedure

  1. Sign in to the AICC and choose Configuration Center > Chatbot Management > Flow Configuration.
  2. Configure an intelligent IVR flow.

    1. Choose Flow > Orchestration, click Import Flow, and import the flow package.
      Figure 2 Flow orchestration example
    2. Save and publish the flow.

  3. Choose Intelligent Chatbot and bind the flow to a robot.
  4. Choose Configuration Center > Employee Center > Skill and configure a skill queue. Select the IVR flow when the queue is busy and set Transferred-to Object to the intelligent robot bound in 3.

    Figure 3 Skill queue

  5. Use the softphone number to log in to the OpenEye and dial the access code. The customer selects the busy state and hangs up. After the agent status changes to idle, the agent directly calls back the customer number and talks with the customer again.
  6. Choose Configuration Center > Chatbot Management > Flow Configuration > Flow > Flow Tracking and view the track.

    Figure 4 Flow track

    In the offline queue callback scenario, multiple CDRs are generated. During indicator statistics collection, multiple calls are processed based on multiple CDRs. When the callback of the call that applies for offline queue is successful, the call that applies for offline queue is also processed as a call loss.

Parent topic: Diagram Elements