| Task Type | Description |
|---|
| Direct Inbound | - Customer initiates a conversation with an Agent
- Agent accepts or declines the conversation
|
| Direct Outbound | - Agent initiates a conversation with Agent
- Customer accepts or declines the conversation
|
| Direct Internal | - Agent1 initiates a conversation with Agent2
- Agent2 accepts or declines the conversation
|
| Inbound Service | - Task is initiated by any SIP or PSTN phone number.
- Incoming task is accepted by Service.
- Incoming task is processed by workflow assigned to the Service. Depending on workflow structure, task may be handled with or without involving Agents:
- If workflow structure implies Agent distribution
- An Agent is reserved for the incoming Service task
- An Agent accepts the Service task or, if Agent declines the task, the Service performs attempt to reserve another Agent, creates callback, makes transfer, records voice mail, etc. according to the workflow.
- If workflow structure does not imply Agent distribution, task is processed by Service workflow, e.g. creates callback, makes transfer, records voice mail
|
| Outbound Service and Callback | - LUCS finds available Agent according to traits.
- IM, informing about upcoming task is send to the Agent
- If Agent accepts IM, LUCS starts Preview time
- If Agent declines IM, Agent state is changed to RONA, LUCS returns to the step to find available Agent according to traits again
- After accepting IM, Agent previews the upcoming conversation. Preview time is limited.
- After the expiration of Preview time, or by demand of Agent, AO is sent to the Agent.
- If Agent accepts AO, LUCS starts Customer Dial Out.
- If Agent declines AO, Agent state is changed to RONA, LUCS returns to the step to find available Agent according to traits again.
- When Agent accepts AO, depending on reaction of customer, the following scenarios are possible:
- If Customer declines conversation, several Dial Out attempts are made.
- If Customer accepts conversation, connected time is started.
|
| Conversation As a Service | - Agent calls a customer in SfB
- According to the Service settings in Configurator or FE and Agent Assistant the call is made on behalf of a Service
- Customer accepts or declines the call
|
| Email | - Task is initiated by exchange.
- Incoming task is accepted by LUCS mail Service.
- LUCS finds available Agent according to traits.
- Mail comes to the Agent
- If Agent accepts mail, he can reply, forward it or mark handled
- If Agent declines or closes the opened mail, Agent state is changed to RONA, LUCS returns to the step to find available Agent according to traits again
|
| External |
|