1. Availability
1.1 Opening hours
If required, you can make your workflow's availability subject to opening hours. To do this, you'll need to add a time condition to the corresponding targeting rule(s).
1.2 Availability
Go to the AI Copilot > Workflows tab
In the editor, 3 options are available for availability checks:
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Available when at least one transfer is possible
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Available when all transfers are possible
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Always available
2. Proactivity
Here are some examples of possible configurations for a proactive workflow:
Case N°1: I need a proactive workflow => Distribution rule with only one workflow in its distribution group
Case N°2: I need a proactive multi-language workflow => distribution rule with only 1 workflow of each language in its own distribution group
Case n°3: I want to engage on the chat channel with a workflow and on video or call channels with human agents => the distribution rule with a workflow in its distribution group + another cascade group containing only agents which do not have the chat channel activated in their user profile
- Only one workflow per language in the routing rule (the workflows will always be proactive if there is an EN workflow and an FR workflow).
- At least one multiple choice question or open-ended question anywhere in the workflow scenario
2. The transfers during a scenario
- Case 1: transfer to a synchronous routing rule
The availability check for a workflow that has to transfer to a synchronous routing rule, will try for 30s to get an agent availability by default. If no availability is detected after the 30s, a check of the availability of an alternative to transfer is made, if it is configured, otherwise the transfer fails.
- Case 2: transfer to an asynchronous routing rule
The availability check for a workflow that has to transfer to an asynchronous routing rule, will try for 30s by default to get an available agent or a spot in the waiting queue of the routing rule. If no availability is detected after the 30s, a check of the availability of the alternative to transfer is made, if it is configured, otherwise the transfer fails.
You can configure the delay of the availability check in the workflow identity section.