Strategies - Omnichannel

Owned by Daniel Olivera (Unlicensed)
Last updated: Nov 15, 2024 by uContact dev
2 min read

uContact system supports five different types os strategies:

  • Incall

  • Nocall

  • Interaction

  • Múltiple

  • Nopause

This ones are determined by the status of the Agent when delivering the interaction.

Incall

Takes the telephony into consideration

This strategy is aimed at an agent who is not on pause or on call and is not with an interaction.

When receiving a message, the agent is automatically put on break state.

During the conversation between client-agent, the agent cannot receive calls or interactions.

 

Nocall

Does not take into consideration the telephony

This strategy is oriented to an agent who could be on a call, that is not an impediment for a new conversation with a customer.

Therefore, during the conversation between agent -client, the agent is available to receive calls.

 

The amount of interactions that reach each agent will depend on the amount entered in the campaign settings.

 

 

Interaction

The Agent can get a new interaction if there is no other interaction active, therefore, the agent can attend one interaction at a time.

This strategy allows incoming calls.

 

Múltiple

  • Ringall will allow just one interaction at a time.

  • Ringallmultiple allows the agent to get as many interaction as the agent wants. 

Both strategies let the agent answer an interaction even when the agent is talking.

 

Nopause

An agent is eligible to receive an interaction even if it is with an interaction that has the incall strategy.

It allows you to receive several interactions at the same time, and it also allows you to receive calls.

 

Apart from that, uContact has three ways of delivering the interactions:

 

Wrandom

Between 0 and 100, if higher the penalty value, the less interaction will get.

This strategy distributes the interactions in a balanced but random way among the available agents of the campaign, with those with the highest penalty being the last to receive interactions.

 

Rrmemory

Orders the Agent in a row, meaning the interactions will repeat following this order.

Once the interaction was delivered to an Agent, this one will get the next one once all the available Agents get them as well.

 

Mininteractions

Distribute the interaction to the agent with the fewest active interactions. Taking into account the value of maximum interactions for each one.

Â