GETTING STARTED
Introduction to SmartAssist
Glossary
SmartAssist Lifecycle Management
SmartAssist Setup Guide
Sign Up for SmartAssist
Release Notes
Current Version
Recent Updates
Previous Versions
Frequently Asked Questions (FAQ)

EXPERIENCE DESIGNERS
Flow Designer
Introduction
Create Experience Flows
Navigate the Flow Designer
Experience Flow Nodes
Introduction
Node Types
IVR Menu
IVR Digit Input
Conversational Input
Split
Check Agent Availability
Check Business Hours
Message Prompt
Run Automation
Agent Transfer
Connect to API
Go to Flow
Deflect to Chat
Script Task
Set Queue
End Flow
Waiting Experience
Conversation Automation
Testing Widget
Use Cases
Overview
Questions & Answers
Conversations

ADMINISTRATORS
Account Management
Switch Account
Invite Developers to an Account
Routing
Skills
Skill Groups
Queues
Hours of Operation
Default Flows
User Management
Users
Agent Groups
Agent Settings
Role Management
Agent Status
System Setup
Channels
Voice
Chat
Email
Limitations With Accounts Using AudioCodes
Agent Transfer
Surveys
Agent Forms
Dispositions
Language & Speech
Overview
Language Management
Voice Preferences
Hold Audio
Standard Responses
Handling Sensitive Data
Widgets
Utils
AgentAssist Settings
SearchAssist
Advanced Settings
Co-Browse Settings
Community WFM (Beta)
Automatic Conversation Summary (Beta)
Intelligent Agent Tools
Sensitive Data Masking
API Reference
API Setup
API List
Integrations
Genesys Voice Bot
Voice Automation - Integration with Amazon Connect
Voice Automation NiceCX (CX One) - SIP Integration
Talkdesk Voice Automation
Audit Report

AGENTS
Agent Console
Introduction
Conversation Tray
Incoming Interactions
Interacting with Customers
Additional Tools
My Dashboard

SUPERVISORS
Dashboard
Automation
Queues and Agents
Interactions
Intelligence
Monitor Queues, Agents, Interactions, and Service Levels
Manage Layout

BUSINESS USERS
Reports
Introduction
Reports List

Set Queue

Queues are the holding areas for digital and audio conversations waiting to be assigned to agents. The Set Queue node allows you to define and modify the Queue settings and default messages used in building the experience flow. 

To configure the Set Queue node, set up the following:

General Settings

Click the General Settings icon and provide the following information:

  1. Enter a Custom Name by which to identify the node later.
  2. Select the Integration Type: Static List or Script:
    1. If you select the Static List, you can configure the following: 
      1. Queue: Select the queue that you want to apply to this node.
      2. Priority: Set the conversation priority within the assigned queue. Priorities range from 1 to 10, where 1 is the highest priority and 10 is the lowest. The default value is 5 – Standard.

        Note: With the ability to prioritize, conversations will shuffle in the queue. This means that the number in queue and wait time calculations will change for the customer as the priority of their conversation changes. You should account for this scenario if you decide to play queue positions and wait time calculations in the waiting experience.
      3. If you select Script, you can define the queue or conversation priority.

        • Set the Queue as in the following example:

          agentUtils.setQueue(“queueID”)

          Set the Conversation Priority as follows:

          agentUtils.setPriority(priority<Number>)
          

          Priority should be a valid number in the range of 0 to 10 (both are inclusive). If an Invalid priority is provided, it will be ignored, and default Priority(5) will be set for that conversation.

          Examples:

          agentUtils.setPriority(0); // priority of 0 (highest priority) will be set 

        • agentUtils.setPriority(10); //  priority of 10 (Lowest Priority) will be set
        • agentUtils.setPriority(7); // priority of 7 will be set.
          .
        • Under Inside working hours, choose the Action that the node should take once it runs successfully during working hours. For this, set the node that should trigger after setting the queue.

          For example,
          if the queue node action is set to Check Agent Availability, the node will check for available agents based on the available working hours.
          .
        • Under Outside working hours, choose the Action that the node should take once it runs successfully outside working hours. For this, set the node that should trigger after setting the queue.

          For example, if the queue node action is set to
          CheckBusinessHours then you can set the action to a message prompt and let customers know that they have called outside working hours.

          Learn more about configuring
          Hours of Operation.

Error Handling

Use this section to handle system errors during customer interactions.

  • Your Message to User: The message that will be played or displayed to the customer. Select one of the following options from under Choose your message type:
    • Text to speech: This option allows you to transcribe text to speech. Type the text to be transcribed in the textbox or select an already configured message.
      • Create a new prompt message to be played out for the Text to Speech message type by clicking + Create New. Enter a name for your message, type its contents and select the language.
      • Define multiple message types for the prompt message to be played to the customer by clicking + Add Another. In this case, one message will be randomly selected and played during runtime.
  • Audio File: You can type a new message to be played to the customer in the text field or click + Upload New to upload an audio file (.mp3 or .wav format) with the message to be played.
  • Link: Click + Create New to add the text of the message you want to play to the customer and insert the URL of an audio file in .mp3 or .wav format. Click + Add Another to add another message URL.
  • Action: Select the node to which you want to direct the error handling flow and define the system behavior. Either select a node type to create the node or identify and select an existing node.

Set Queue

Queues are the holding areas for digital and audio conversations waiting to be assigned to agents. The Set Queue node allows you to define and modify the Queue settings and default messages used in building the experience flow. 

To configure the Set Queue node, set up the following:

General Settings

Click the General Settings icon and provide the following information:

  1. Enter a Custom Name by which to identify the node later.
  2. Select the Integration Type: Static List or Script:
    1. If you select the Static List, you can configure the following: 
      1. Queue: Select the queue that you want to apply to this node.
      2. Priority: Set the conversation priority within the assigned queue. Priorities range from 1 to 10, where 1 is the highest priority and 10 is the lowest. The default value is 5 – Standard.

        Note: With the ability to prioritize, conversations will shuffle in the queue. This means that the number in queue and wait time calculations will change for the customer as the priority of their conversation changes. You should account for this scenario if you decide to play queue positions and wait time calculations in the waiting experience.
      3. If you select Script, you can define the queue or conversation priority.

        • Set the Queue as in the following example:

          agentUtils.setQueue(“queueID”)

          Set the Conversation Priority as follows:

          agentUtils.setPriority(priority<Number>)
          

          Priority should be a valid number in the range of 0 to 10 (both are inclusive). If an Invalid priority is provided, it will be ignored, and default Priority(5) will be set for that conversation.

          Examples:

          agentUtils.setPriority(0); // priority of 0 (highest priority) will be set 

        • agentUtils.setPriority(10); //  priority of 10 (Lowest Priority) will be set
        • agentUtils.setPriority(7); // priority of 7 will be set.
          .
        • Under Inside working hours, choose the Action that the node should take once it runs successfully during working hours. For this, set the node that should trigger after setting the queue.

          For example,
          if the queue node action is set to Check Agent Availability, the node will check for available agents based on the available working hours.
          .
        • Under Outside working hours, choose the Action that the node should take once it runs successfully outside working hours. For this, set the node that should trigger after setting the queue.

          For example, if the queue node action is set to
          CheckBusinessHours then you can set the action to a message prompt and let customers know that they have called outside working hours.

          Learn more about configuring
          Hours of Operation.

Error Handling

Use this section to handle system errors during customer interactions.

  • Your Message to User: The message that will be played or displayed to the customer. Select one of the following options from under Choose your message type:
    • Text to speech: This option allows you to transcribe text to speech. Type the text to be transcribed in the textbox or select an already configured message.
      • Create a new prompt message to be played out for the Text to Speech message type by clicking + Create New. Enter a name for your message, type its contents and select the language.
      • Define multiple message types for the prompt message to be played to the customer by clicking + Add Another. In this case, one message will be randomly selected and played during runtime.
  • Audio File: You can type a new message to be played to the customer in the text field or click + Upload New to upload an audio file (.mp3 or .wav format) with the message to be played.
  • Link: Click + Create New to add the text of the message you want to play to the customer and insert the URL of an audio file in .mp3 or .wav format. Click + Add Another to add another message URL.
  • Action: Select the node to which you want to direct the error handling flow and define the system behavior. Either select a node type to create the node or identify and select an existing node.