Set Up a Safety Net for CXone Bots
There may be times when a bot 代替现场人工坐席处理客户交互的软件应用程序。 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 服务提供商和客户之间的回电,具有确定的服务水平阈值,包括质量、可用性和责任 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.
- 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 相当于一种技能的 Digital First;将每个联系人转接到分配处理该类联系人的坐席.
- Tags the interaction so you can easily find it in the future and troubleshoot any root causes for the bot delay.
按照给定的顺序完成以下每一个任务。
Create a Trigger
Required permission: Permissions > ACD > Digital Engagement > Automation
- 单击应用程序选择器 并选择 ACD.
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Go to Digital Experience > Automation Triggers.
- Click Add Trigger.
- 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.
- For Event, select Message created from the drop-down.
- For Delayed Execution, enter 30. This is the number of seconds from the receipt of the customer message until the safety net is triggered.
- If you organize your triggers by Folder, select one from the drop-down. Otherwise, the trigger is saved to the root triggers folder.
- Click Save.
Create Conditions
Required permission: Permissions > ACD > Digital Engagement > Automation
- 单击应用程序选择器 并选择 ACD.
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Go to Digital Experience > Automation Jobs.
- For the trigger you just created, click Detail.
- Click Add Condition.
- For Condition Type, select Routing queues from the drop-down and then click Create condition for selected type.
- From the list of All Routing Queues, click Add for the queues 相当于一种技能的 Digital First;将每个联系人转接到分配处理该类联系人的坐席 your bot 代替现场人工坐席处理客户交互的软件应用程序。 is assigned to.
- Above the All Routing Queues heading, click Triggers.
- For the trigger you just created, click Detail.
- Click Add Condition.
- For Condition Type, select Message direction from the drop-down and then click Create condition for selected type.
- From the drop-down, select Message is inbound.
- Click Save.
Create a Delayed Condition
Required permission: Permissions > ACD > Digital Engagement > Automation
- In the Digital Experience portal, go to Settings > Automation > Triggers.
- For the trigger you just created, click Delayed Conditions.
- Click Add.
- From the Condition type drop-down, select Message Reply and then click Create condition for selected type..
- From the drop-down, select The message doesn't have a reply.
- Click Save.
Create Job to Send Message
Required permission: Permissions > ACD > Digital Engagement > Automation
- In the Digital Experience portal, go to Settings > Automation > Jobs.
- Click Add.
- Enter a value in the Name field. The value shown here is RerouteMessage but you can use something different if you like.
- From the Action drop-down, select Send message.
- From the Author drop-down, select who the message should appear to be from. You can choose your bot 代替现场人工坐席处理客户交互的软件应用程序。 or a real agent.
- For Message content, enter the response you want the customer to receive.
- Click Save.
Create Job to Reroute Interaction
Required permission: Permissions > ACD > Digital Engagement > Automation
- In the Digital Experience portal, go to Settings > Automation > Jobs.
- Click Add.
- Enter a value in the Name field. The value shown here is RerouteFromBot but you can use something different if you like.
- From the Routing queue drop-down, select the queue 相当于一种技能的 Digital First;将每个联系人转接到分配处理该类联系人的坐席 to receive the rerouted interaction.
- Click Save.
Create Tag for Rerouted Interactions
Required permission: Permissions > ACD > Digital Engagement > Automation
- 单击应用程序选择器 并选择 ACD.
- Go to DFO > Tags.
- Click Add Tag.
- Enter a value in the Title field to name your tag. The value shown in the preceding image is JungleBot Reroutes.
- From the Color drop-down, select a color for the tag.
- From the Active drop-down, select Yes.
- Click Save.
Create Job to Tag Rerouted Interactions
Required permission: Permissions > ACD > Digital Engagement > Automation
- In the Digital Experience portal, go to Settings > Automation > Jobs.
- Click Add.
- Enter a value in the Name field. The value shown here is TagReroutedInteractions but you can use something different if you like.
- From the Tag drop-down, select the tag that you created for this purpose.
- Click Save.