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OmniChannel Customer Service:
I selected the "Chat Channel" and created pre-chat survey questions.
I selected the associated "Chat Workstream", then selected routing rules, but am unable to figure out how to use the pre-chat surveys questions as conditions in the routing rules.
The conditions for the routing rules are as below - none of these offer the pre-chat survey questions.
Hi Bill
I was actually wrong around this - it is indeed possible to route based on pre-chat survey questions! Sorry for the confusion.
Take a look at thecrm.ninja/.../ where I go into how exactly it works, and how to set it up.
Hope that this helps!
If you're needing to do that, look at the PVA or Azure bot functionality - that way you could even give self-serve options (coming from KB articles, flagging on keywords).
It'll be much easier that way, at this point in time.
Thanks,
I'll investigate further.
Our key requirements is to route Chats based on real-time pre-chat questions.
We need the customer to log the "Query Type" from a picklist and then be routed to an agent who is a subject matter expert in that type of Query.
Cheers
Hi Bill
Context variables can indeed be used, though there's not much out there about them at the moment. This would need to be done through code though, as specified at docs.microsoft.com/.../send-context-starting-chat.
You can also use fields from the contact record etc. For example, if you had a field on the contact form to set if the customer was high-priority, you can then use this in the routing rules to push it through to a specific queue.
Thanks for replying and I appreciate the response.
However, am I missing something obvious?
How do we assign Chat to Queues and assign Chat to the correct agents using Skill based routing if we cannot access the pre-chat survey questions?
I have checked the microsoft documentation as stated below:
"Routing rule conditions could be based on channel context, pre-chat context, and contact, account, or case context. For example, you can define a routing rule so that chats from high priority customers who have specific queries about investments can be routed to a specific queue"
Further reading suggest that we use context variables:
"View and create context variables in the Context variables tab. Context variables enrich conversations with pre-chat data , channel data, and custom context data. These attributes can then be used to define routing rules to route conversations into different queues.
I guess the next question is "How do we get the pre-chat survey questions to populate the Workstream context variables?"
Thanks
Bill
Hey Bill
At this point in time, the pre-survey questions within Omnichannel aren't able to be used to route customers through to a specific queue. Instead, they're meant to be used to provide specific information to the agent who's handling the query (as it displays in the agent interface).
However, what you can do is use either a Power Virtual Agent or Azure Bot, and these can flow customers through to a specific queue within Omnichannel depending on value/s that they select.
Azure Bot - docs.microsoft.com/.../configure-bot
Pover Virtual Agent - docs.microsoft.com/.../configure-bot-virtual-agent
I hope that this helps you
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