_ExcerptBreakouts

Owned by Helen Griffith
Last updated: yesterday at 11:13 am
2 min read

Used in Breakouts and Configuring breakoutsUsing Interaction Architect you can configure various breakout options. The following types of breakouts are available:

  • Voluntary breakouts. Voluntary breakouts enable a caller to voluntarily break out of the queue. To break out of the queue, the caller presses a key on their keypad. Vonage Contact Center routes the call to the applet that corresponds to the pressed key.
  • No Agents Breakout. If you configure a No Agents Breakout and no appropriately skilled (where relevant) agents are logged in to handle calls, Vonage Contact Center routes calls to another applet.
  • Agent Decline Breakout. If you configure an Agent Decline Breakout applet and the call is in an agent's personal queue, the agent will be able to decline the interaction from within ContactPad and Vonage Contact Center will route the call to the configured applet. For information about personal queues, see Personal queues.
  • Queue length breakout. If you configure a breakout based on queue length, when a queue reaches its maximum length, Vonage Contact Center routes any new calls entering the queue to another applet.
  • Queue duration breakout. If you configure a queue duration breakout, when an interaction has been in the queue for the maximum length of time, Vonage Contact Center routes the interaction to another applet.

  • Estimated Wait Time Breakout. If you configure an estimated wait time breakout, if the estimated wait time for an interaction exceeds the configured breakout time, Vonage Contact Center routes the call to another applet.

    Estimated wait time calculation

    To use the estimated wait time breakout, Vonage Contact Center must have at least three calls waiting in the queue.

    The estimated wait time for an interaction equates to the average wait times for the last one to five (depending on how many are available) interactions with similar properties. Account, interaction type, queue, personal queue, service level agreement (SLA), and skills are the interaction properties that are taken into account.

Most breakouts apply only to calls; queue duration breakouts apply to all types of interactions.


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