Set Up a Safety Net for CXone Bots

There may be times when a bot A software application that handles customer interactions in place of a live human agent. responds more slowly due to network issues or other factors. A safety net prevents any bot slowness from having a negative impact on your SLA Commitment between a service provider and a customer with a defined service level threshold, including quality, availability, and responsibilities or your customer experience. Safety nets use the workflow automation feature in Digital Experience.

Follow the tasks on this page to create a safety net that:

• Waits 30 seconds for the bot to respond to a customer message Anything a contact says in a bot interaction, whether question or statement, written or spoken..
• If no message is received, sends the customer a response that they are being routed to an agent and reroutes the interaction to a live agent queue Digital First equivalent of a skill; routes each contact to an agent assigned to handle that type of contact.
• Tags the interaction so you can easily find it in the future and troubleshoot any root causes for the bot delay.

Create a Trigger

Required permission:  Permissions > ACD > Digital Engagement > Automation

1. Click the app selector and select ACD.

2. Go to DFO > Automation Triggers.

3. Click Add Trigger.
4. Enter a value in the Name field. The value shown in the preceding image is MessageFromCustomer but you can use something different if you like.
5. For Event, select Message created from the drop-down.
6. For Delayed Execution, enter 30. This is the number of seconds from the receipt of the customer message until the safety net is triggered.
7. If you organize your triggers by Folder, select one from the drop-down. Otherwise, the trigger is saved to the root triggers folder.
8. Click Save.

Create Conditions

Required permission:  Permissions > ACD > Digital Engagement > Automation

1. Click the app selector and select ACD.

2. Go to DFO > Automation Jobs.

3. For the trigger you just created, click Detail.
4. Click Add Condition.
5. For Condition Type, select Routing queues from the drop-down and then click Create condition for selected type.
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6. From the list of All Routing Queues, click Add for the queues Digital First equivalent of a skill; routes each contact to an agent assigned to handle that type of contact your bot A software application that handles customer interactions in place of a live human agent. is assigned to.
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7. Above the All Routing Queues heading, click Triggers.
8. For the trigger you just created, click Detail.
9. Click Add Condition.
10. For Condition Type, select Message direction from the drop-down and then click Create condition for selected type.
11. From the drop-down, select Message is inbound.
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12. Click Save.

Create a Delayed Condition

Required permission:  Permissions > ACD > Digital Engagement > Automation

1. In the Digital Experience portal, go to Settings > Automation > Triggers.
2.  For the trigger you just created, click Delayed Conditions.
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3. Click Add.
4. From the Condition type drop-down, select Message Reply and then click Create condition for selected type..
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5. From the drop-down, select The message doesn't have a reply.
6. Click Save.

Create Job to Send Message

Required permission:  Permissions > ACD > Digital Engagement > Automation

1. In the Digital Experience portal, go to Settings > Automation > Jobs.
2. Click Add.
3. Enter a value in the Name field. The value shown here is RerouteMessage but you can use something different if you like.
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4. From the Action drop-down, select Send message.
5. From the Author drop-down, select who the message should appear to be from. You can choose your bot A software application that handles customer interactions in place of a live human agent. or a real agent.
6. For Message content, enter the response you want the customer to receive.
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7. Click Save.

Create Job to Reroute Interaction

Required permission:  Permissions > ACD > Digital Engagement > Automation

1. In the Digital Experience portal, go to Settings > Automation > Jobs.
2. Click Add.
3. Enter a value in the Name field. The value shown here is RerouteFromBot but you can use something different if you like.
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4. From the Routing queue drop-down, select the queue Digital First equivalent of a skill; routes each contact to an agent assigned to handle that type of contact to receive the rerouted interaction.
5. Click Save.

Create Tag for Rerouted Interactions

Required permission:  Permissions > ACD > Digital Engagement > Automation

1. Click the app selector and select ACD.
2. Go to DFO > Tags.
3. Click Add Tag.
4. Enter a value in the Title field to name your tag. The value shown in the preceding image is JungleBot Reroutes.
5. From the Color drop-down, select a color for the tag.
6. From the Active drop-down, select Yes.
7. Click Save.

Create Job to Tag Rerouted Interactions

Required permission:  Permissions > ACD > Digital Engagement > Automation

1. In the Digital Experience portal, go to Settings > Automation > Jobs.
2. Click Add.
3. Enter a value in the Name field. The value shown here is TagReroutedInteractions but you can use something different if you like.
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4. From the Tag drop-down, select the tag that you created for this purpose.
5. Click Save.