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Virtual agent question Routing

RicardoSanchez
Tera Contributor

3 weeks ago

I have a question about Virtual Agent routing behavior with multiple language help desks. If a Polish end user is interacting with VA and attempts to connect to a live agent, but the Polish help desk is offline, will the system automatically route them to the English help desk instead?

Is there a way to display a prompt asking Polish users to confirm that they want to be routed to the English help desk after their local help desk is closed?

Also, is it possible to configure the system so that when an agent logs off, their status is automatically set to Offline?

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GlideFather
Tera Patron

3 weeks ago

Hi @RicardoSanchez,

 

you can easily test in your instance using impersonation (have two browser windows and/or standard + incognito regime).

 

I believe this could be handled by AWA Queues as each of the queue can have different messages and other conditions when to be selected.

 

Not gonna be easy but hopefully not impossible 😛

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No AI was used in the writing of this post. Pure #GlideFather only
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