Digital Experience uses digital skills and scripts to determine which agent or skill to route contacts
The person interacting with an agent, IVR, or bot in your contact center. to. You can create custom digital scripts in Studio to determine how a contact is routed in CXone Mpower. You can also use Workflow Automation (WFA) to create rules for how contacts are routed. Studio and WFA work together to route digital contacts. WFA rules run independent of Studio scripts. You can use scripts and WFA rules together to customize the handling of digital contacts.
Prior to the Summer 2023 release, digital contacts were primarily routed using Digital Experience routing queues. Routing queues are still used to route outbound interactions. You can continue to access and manage existing routing queues for inbound messaging, but all new routing configuration should be done through digital skills and scripts. CXone Mpower syncs these routing queues with the ACD skills list. Digital skills also sync with the routing queues list, so that your lists of routing queues and skills are consistent in both places.
Inbound Digital Interactions
Outbound digital routing relies on digital skills and Studio scripts. When a point of contact receives an inbound message, the assigned Studio script launches immediately to route the contact appropriately.
Outbound Digital Interactions
Outbound digital interactions are not routed by Studio scripts and digitalskills Used to automate delivery of interactions based on agent skills, abilities, and knowledge.. Instead, outbound digital routing relies on routing queues Determine which agents to route digital cases to, using criteria such as the agent having expertise in that type of case. . You cannot create new routing queues, but you can modify existing ones.
Replies are not routed to agents without digital skills. You can use a workflow automation (WFA) rules to assign a digital skill to interactions. Configure your routing queues with filters to set up the conditions for the skill you want the outbound message to use. Then, create one or more WFA rules that assign the appropriate digital skill to messages based on the conditions set up in your routing queues. This ensures that when the contact replies, the message is routed to an agent.
There is an option in ACD to create outbound digital skills, but they only work with Personal Connection (PC) campaigns on supported digital channels. They cannot route interactions to agents.