Breakouts

Using Interaction Plans 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. ContactWorld 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, ContactWorld 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 the caller will be routed 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, ContactWorld routes any new calls entering the queue to another applet.
• Queue duration breakout. If you configure a breakout based on queue duration, when an interaction has been in the queue for the maximum length of time, ContactWorld routes the interaction to another applet.

• Estimated Wait Time Breakout. If you configure a break out based on estimated wait time, if the estimated wait time for a call exceeds the configured breakout time, ContactWorld routes the call to another applet.

  To calculate the estimated wait time, ContactWorld must have at least three calls waiting in the queue.

Most breakouts apply only to calls. Queue duration breakouts apply to all types of interactions, except when using Salesforce's external routing to route non-call interactions.

For information about configuring breakouts, see Configuring breakouts.