Overview: Exit no agent settings for queues (Edify Console)

Edify Console > Queues > Overview: Exit no agent settings for queues (Edify Console)

This article explains the exit no agent settings available for queues in Edify Console.

In this article

Overview

The Exit No Agents container in the queues workspace of Edify Console is where you define how Edify handles an interaction that enters a queue with no queue users logged in and available to receive an interaction.

Understanding exit no agents

How does Edify evaluate whether a queue user is ready for an interaction or not?

Once an interaction is created in a queue, Edify immediately checks the queue to answer two questions:

Are there users logged into the queue?

  1. If there are users logged into the queue, do they have their queue (AID) status set to allow them to handle an interaction?

  2. If the answer to one or both of the above questions is “no”, then the interaction is sent through the exit no agent experience.

Respectively, here is a little more information on the questions defined above:

No agents logged into the queue - This means that the queue doesn’t have any users logged into it. (i.e. no users have the queue enabled in their Queue list.)

Unavailable agent status - This means that Edify identifies that there are users logged into the queue; however, none of those users have set the appropriate queue (AID) status to take interactions. More specifically, the queue user(s) don’t have their queue (AID) status set as “Start Receiving Interactions.”

Edify can send an interaction to a user when the user is both logged into the queue and has the appropriate statuses set. If a user is on an interaction when the new interaction enters the queue, Edify can still send the interaction once the agent’s current interaction has ended.

If there aren’t any users available to handle an interaction, whether immediately or in the near future, Edify automatically sends the interaction through the exit no agents experience (if configured).

If there isn’t an exit no agents configuration, interactions wait in the queue until an additional action is taken, such as:

  • A user becomes available

  • A timed workflow activates

  • The max wait time is reached

Configure an exit no agents experience

You can configure an exit no agent experience to do one of the following when a queue doesn’t have any users available to handle an interaction:

  • Send interaction to queue voicemail

  • Send interaction to a workflow

The queue voicemail option allows the customer to leave a message for the queue user. The workflow option allows for you to create a more robust experience, like sending an SMS alert to an “overflow queue user” to jump into the queue, and more.

In either case, it’s important to note that the exit no agent experience can look different for each queue because each queue has unique needs. We recommend that you configure your exit no agent experience for each of your queues.

Below are some use cases for configuring an exit no agent experience:

  • Off hours: Send calls to a voicemail for a queue user to respond to the customer when they return to the queue.

  • Manage low-volume queues: Send interactions through a workflow that transfers the interaction to another queue that has available users in it.

How it works

This section provides a breakdown of the entire exit no agent process.

Let’s examine it by following the journey of an inbound interaction coming into a queue configured to send interactions to the queue voicemail in an exit no agent scenario.

Once the interaction reaches the queue, the interaction is in the “Created” status. Edify checks the queue to see if any queue users are logged in and available to handle the interaction.

Edify determines that there are no users logged into the queue so it changes the status of the interaction from “Created” to “Bot”. Here, Edify sends the interaction to the voicemail box for the queue.

At this point, the customer hears the voicemail message configured in the queue settings and has the opportunity to leave a message for a queue user. After the customer leaves the voicemail and hangs up, the interaction changes from “Bot” status to “Open” status. At this point, the interaction waits in the queue for an available queue user.

Once at least one agent logs into the queue and becomes available to handle interactions, Edify assigns the interaction to the agent. The interaction switches from “Open” status to “Pending”. Edify now sends the voicemail interaction to the available user.

Visual breakdown

  • Enabled Phone (A): The Enabled Phone toggle is where you enable or disable the exit no agent experience. When this toggle is enabled (green), all phone calls that reach this queue when there aren’t any users available, the interaction proceeds through the exit no agent experience.

  • Exit no agent experience (B): The exit no agent experience area is where you define where Edify moves the phone call interaction when there aren’t any users available to accept the interaction. This area includes the Voice Route Type menu and the Voice Route Data menu. From the Voice Route To menu, select the type of experience, either ‘Queue Voicemail’ or ‘Workflow’. Use the Voice Route Data menu to select where Edify should send the call, which is based on what you selected for the Voice Route Type menu.

      • Queue Voicemail - This option tells Edify to send phone call interactions to the queue’s voicemail box. When this option is selected, set the Voice Route Data menu to “Current Queue”.

      • Workflows - This option tells Edify to send phone call interactions through a designated Workflow. When this option is selected, use the Voice Route Data menu to select the specific workflow version that you want Edify to use.