Help Center/ Cognitive Engagement Center/ User Guide/ Tenant Administrator Guide/ Robot Management and Configuration Guide/ Operator: Configuring a Common IVR/ Diagram Elements/ Information Query
Updated on 2024-10-12 GMT+08:00
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Information Query

This diagram element is used to query the status of the current customer in the queue. When all agents are busy, the system plays the waiting tone to the customer through the IVR.

Currently, you can query the queuing position, the number of all online agents in a skill queue, and the estimated time required for accessing an agent.

This diagram element is used to query details about agents in configured skill queues.

This diagram element is used to query whether the customer is in the special list.

Diagram Element

Parameter Description

  • Querying queuing information
    • Query Type: information type that can be queried using this diagram element. Currently, queuing information can be queried.

      The queuing information is queried using an IVR flow when a call is transferred to a skill queue.

    • Query result
      • Queue Position: position of a customer in the current skill queue, that is, the number of queuing customers in front of the customer. You can use a global variable (GLOBAL.*) or flow variable (FLOW.*) to save the value for subsequent operations.
      • Number of online agents: total number of online agents in the skill queue to which a customer belongs. You can use a global variable (GLOBAL.*) or flow variable (FLOW.*) to save the value for subsequent operations.
      • Estimated waiting time: estimated duration for connecting a call to an agent during queuing. This parameter is affected by Queue Position and Number of online agents. You can use a global variable (GLOBAL.*) or flow variable (FLOW.*) to save the value for subsequent operations. The estimated waiting time depends on the queue model. The result may be inaccurate. Therefore, use this parameter properly.
  • Querying queue information
    • Query Type

      Queue Information: Query queue information before a call is transferred to a skill queue.

    • Request Parameter

      Skill Queue: skill queue to which a call is transferred.

    • Query result
      • Number of queues: number of customers in the current skill queue before a call is transferred to another skill queue. You can use a global variable (GLOBAL.*) or flow variable (FLOW.*) to save the value for subsequent operations.
      • Number of online agents: total number of online agents in the skill queue to which a call is transferred. You can use a global variable (GLOBAL.*) or flow variable (FLOW.*) to save the value for subsequent operations.
      • Number of idle agents: total number of online and idle agents in the skill queue to which a call is transferred. You can use a global variable (GLOBAL.*) or flow variable (FLOW.*) to save the value for subsequent operations.
      • Estimated waiting time: estimated time for connecting a call to an agent after the call is transferred to a skill queue. You can use a global variable (GLOBAL.*) or flow variable (FLOW.*) to save the value for subsequent operations. The estimated waiting time depends on the queue model. The result may be inaccurate. Therefore, use this parameter properly.
  • Querying the queue name
    • Query Type

      Queue Name: The name of a skill queue to which an agent belongs can be queried based on the agent ID.

      The scenario is to query the skill queue name based on the agent ID before the call is transferred to the skill queue to which the agent belongs.

    • Request Parameter

      Agent ID: agent ID. Flow variables or constants are supported.

    • Query result

      Queue Name: name of the voice skill queue with the highest weight in the skill queue to which the agent ID belongs. Use the global variable (GLOBAL.*) or flow variable (FLOW.*) for subsequent operations.

      You can choose Configuration Center > Employee Center > Agent Management to configure the skill queue weight.

  • Querying special list information
    • Query Type

      Special List Information: Currently, the system can check whether a customer is in the special list based on the customer number. The next process varies depending on the special list query result.

      The special list refers to the blocklist.

    • Query result

      Identifier in the special list: whether the calling number exists in the special list. Use the global variable (GLOBAL.*) or flow variable (FLOW.*) for subsequent operations.

      The values of Identifier in the special list are as follows: 0 indicates that the calling number does not exist in the special list, and 1 indicates that the calling number exists in the special list.

Condition Branch Description

Table 1 Condition branch description

Condition Branch

Description

Usage

SYSERROR_INNER

ODFS internal error

Triggered when an unknown error occurs in the ODFS. If no option is selected, the flow goes to the exception handling flow.

Using the Diagram Element

The Information query diagram element can be used to query information such as the queuing status and special list information of the current customer.

Click the diagram element or drag it to the canvas, and set parameters based on the parameter description.

Typical Application Scenario

A customer makes a call to the AICC, and the call is routed to a skill queue. When all agents in the skill queue are busy, if Queuing Method is set to IVR and an intelligent IVR flow is selected for the skill queue, the intelligent IVR flow can use this diagram element to obtain the current queuing status of the customer and play the waiting tone to the customer. Therefore, the customer can determine whether to continue waiting based on the queuing status.

Scenario 1: Query queuing information.

  1. Choose Configuration Center > Employee Center > Skill Queue, click Edit corresponding to the skill queue, and set Queuing Method to IVR.

    Figure 1 Page for editing skill queue parameters

  2. Orchestrate a flow. In the flow, use the Information query diagram element to query data, including the number of online agents, queuing position, and estimated waiting time.

    1. Create three flow variables to receive the query result.
      Figure 2 Flow variables to be added
    2. Configuring an IVR voice. Use the created flow variables in the IVR voice content.
      Figure 3 Added IVR voice
    3. Configure a resource template.
      Figure 4 Page for configuring a resource template
    4. Create a flow, use the Information query diagram element to assign values to the three flow variables, and use the Robot Reply diagram element to select the configured resource template.
      Figure 5 Flow orchestration example
    5. Configure an intelligent robot and set Dialog Type to IVR flow.

  3. Choose Configuration Center > Access Configuration > Called Party and add a called route. Set the IVR to the intelligent IVR added in 2.
  4. Log in to the OpenEye using a softphone number to simulate a customer, and dial the access code added on the Called Party page. If the current queuing information is heard, the configuration is successful.

Scenario 2: Query queue information.

  1. Orchestrate a flow.

    1. Create four flow variables to receive the query result.
      Figure 6 Flow variables to be added
    2. When using the diagram element to create a flow, if you want to transfer a call to a skill queue in the flow, you can query the information about the skill queue and then determine whether to transfer the call to the skill queue. The subsequent businesses are determined based on site requirements.
      The flow is shown in the following figure. You need to select a skill queue to be queried.
      Figure 7 Flow orchestration example
    3. Configure an intelligent robot and set Dialog Type to IVR flow.

  2. Choose Configuration Center > Access Configuration > Called Party and add a called route. Set the IVR to the added intelligent IVR.
  3. Log in to the OpenEye using a softphone number to simulate a customer, and dial the access code added on the Called Party page. If the current queue information is heard, the configuration is successful.

Scenario 3: Query special list information.

  1. Orchestrate a flow.

    1. Create a flow variable to receive the query result.
    2. Configure a flow by referring to the following figure. When the flow runs to the special list information query node, the flow invokes an interface to query special list information, obtains the query result, and enters different flows based on the query result.
      Figure 8 Flow orchestration example
    3. Configure an intelligent robot and set Dialog Type to IVR flow.

  2. Choose Configuration Center > Access Configuration > Called Party and add a called route. Set the IVR to the added intelligent IVR.
  3. Log in to the OpenEye using a softphone number to simulate a customer, and dial the access code added on the Called Party page. If the current special list information is heard, the configuration is successful.
Parent topic: Diagram Elements