Strategies - Omnichannel

uContact system supports five different types os strategies:

  • Incall

  • Nocall

  • Interaction

  • Múltiple

  • Omni

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


Incall

Takes the telephony into consideration

This strategy is oriented to an agent that is not on break or on a call.

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

During the conversation between client-agent, the agent can not 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.

 

 

Interaction

Takes into consideration the interactions

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 y Ringallmultiple

This two strategies allow the Agent to choose when and which interaction they want to attend.

  • 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.

 

Omni

Takes the telephony into consideration

This strategy gives priority to available agents.

When an interaction arrives, agents that already have an active interaction or are on call are ignored. It will be directed to the first available agent.

If all agents are busy, the interaction is derived to any of them.

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


 

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

 

Wrandom

Takes into consideration the Agent's penalties

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

Does not take into consideration the Agent's penalties

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.

 

When we make a change in the campaign strategy, the interactions that are already in the queue will maintain the pre-change strategy.

All new interactions, that is, after the change, will have the new strategy.

To see the change it is necessary to wait for the queue to end.