Contact Routing Information in Script

If you use Intellective Routing Filters, you can see the qualifications/reason a contact was routed. To add the reason that the Intellective Routing filter routed a contact, you would need to add a few contact variables to a script. This allows for the Callers to easily see specific information and can adjust their workflow accordingly. There are a few steps to get this setup. If your Intellective Filter priorities already have descriptions setup as desired, you can skip to Step 2. 

 

Step 1 - Label Intellective Filters

  1. Log in to VanillaSoft as an Admin.
  2. Open the desired project.
  3. From the menu at the top, go into the Workflow/Routing tab and select Intellective Routing.
  4. Either open an existing filter or create a new one.
  5. Enter informative text in the Description section of each priority.
  6. Once done, select Calculate Contact Count, then save. 

Your filter should look similar to this:

mceclip3.png

 

Step 2 - Adding Contact Variable to Script

  1. Log in to VanillaSoft as an Admin.
  2. Open the desired project.
  3. From the menu at the top, go into the Field Customization tab and select Call Scripts.
  4. Select the script you want to add the information to.
  5. Click where you want to add the information, then click Insert Contact Variable.
  6. Add the following 3 Contact Variables:
    • Intellective Routing Filter Name
    • Intellective Routing Priority
    • Intellective Routing Priority Description
  7. Add any more information you would like, then click Save.

Your script should look similar to this:

mceclip4.png

 

Viewing the Information

When the script appears on the Caller side, it will show the values on the Intellective Routing filter page that match the reason why the particular contact routed. Now that the information has been added to the script, if should look similar to this from the Caller side:

 mceclip5.png

 

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