Chat routing to VIP customer

[gen_den]

Hi Experts,

As of now my chats are routed generally to different skills.
now my requirement is to route my chats depending on VIP flag. So if any VIP customer comes in i should route this chat to special agentsu  or skills.

can you please let me know how can i achieve the same?

regards
Ankush

[cavagnaro]

Just on your strategy consult the value of that UData, segment (if condition) and route to an agent group or by skills desired using the target object.
It is false that you can only use skills for any interaction including chat

[gen_den]

hi ,

Thank for the reply.
can i do the same you suggested using ECMA script block on Composer?

regards
Ankush

[cavagnaro]

If you use ORS in theory yes. ECMA? Why? Just use URS basic objects

[gen_den]

Hi,

Do we have any document available where it shows how to write expressions in Composer?

thanks
ANkush

[cavagnaro]

no, there is no document that will point to your specific environment.
Branch block is a general one, read the help for it on Composer guide

[Raja Sekhar]

HI,

Can you please explain the requirement in breif.

[gen_den]

Hi Raj,

I have existing strategy which does the chat routing based on Skills.
Now on the existing strategy i want to add a block which will check if this customer is VIP , and if yes it should route the chat to specific agent group.

So in this i will get attached data from my webpage a field as VIP or something.

can you help?

regards
Ankush

[Dionysis]

To achieve that you need 2 things.

1 - A way of attaching a piece of data to the interaction in Genesys that identifies that the customer is a VIP.  To do this you will need to identify your customers somehow, how to do this depends on your environment and only you can answer how to do this part.

2 - Some kind of segmentation in your strategy.  An IF statement that controls which path the interaction takes if the customer has been identified as a VIP.

Hope this helps.

[cavagnaro]

Hahaha no Dionysis, I already said that, he wants you to imagine his environment, his code and tell him click by click how to do this. Do allllll the work for him.

[Dionysis]

I can do that, for $300 an hour. :p

[Raja Sekhar]

Dionysis .. u r too costly .. 

@Ankush  : As people say, this i one easiest task. You need to construct your VAG based on your customer category. Use the attach data variable to construct the respective VAG and park the call accordingly.

Example :  VAG Normal customers : AG_NRM_ENG_GRP
                VAG VIP Customers : AG_VIP_ENG_GRP

You construct the above VAG based on your customer category. use String Concat functions to do the same.

Else out source to me 

[cavagnaro]

Define costly... One job done in one hour flawlessly or a job done over several hours until you reach a final version... Which one is more expensive?
No need of Virtual agents group... Vag, just the if condition and create a common AG or skill or whatever he needs

[Dionysis]

[quote author=rajasekharlbit@gmail.com link=topic=9127.msg41112#msg41112 date=1444190341]
Dionysis .. u r too costly .. 
[/quote]

Really?  I thought I was being generous.  :p