This page explains how to assign virtual agents to queues for the IVR, web, mobile, and SMS channels. Procedures for assigning chat virtual agents to queues and voice virtual agents to queues differ slightly.
You can assign a virtual agent to one or more queues. Google recommends assigning at least one human agent to any queue that has a virtual agent. This provides a direct escalation path to a human agent in the case of a virtual agent failure or a service interruption.
Assign a chat virtual agent to a queue
The web, mobile chat, and SMS channels use chat virtual agents.
To assign a chat virtual agent to a queue:
In the CCAI Platform portal, click Settings > Queue. If you don't see the Settings menu, click Menu. The Queue Menu Settings page appears.
Do one of the following, depending on the channel that you created your virtual agent for:
In the Web pane, click Edit / View.
In the Mobile pane, click Edit / View.
In the SMS Messaging pane, click Edit / View.
Click the queue that you want to assign a virtual agent to.
For Channel Settings, in the Virtual Agent Chat row, click Assign Virtual Agent.
In the Virtual Agent list, select a chat virtual agent that you created in Create virtual agents. Only virtual agents that you turn on appear in this list.
For Hours of Operation, select one of the following:
24 Hours: The virtual agent is available at any time. When there are no human agents available, escalations aren't possible.
Queue hours: The virtual agent is available only during the hours of operation for the queue. For more information, see Hours of operation settings.
For web and mobile chat only: To display a button that lets end-users connect directly with a human agent, select the Display Skip to human agent button checkbox.
For web and mobile chat only: To route high-priority users directly to human agents and skip the virtual agent, do the following:
Set up Priority user segments in your CRM.
Click the Exclude users from Virtual Agent workflow toggle to the on position.
In the CRM Custom User Segment Field list, select a field.
In the CRM Custom User Segment Value field, enter a value.
End-users who belong to the specified user segment are routed directly to a human agent.
To add data parameters, do the following:
Click the Pass Data Parameters toggle to the on position.
Click Add Parameter. The Add Parameter dialog appears.
Fill in the fields according to the instructions in Pass data parameters to Virtual Agents and Virtual Task Assistants, and then click Save.
To add more data parameters, click Add Parameter, and then repeat these steps.
To configure whether the data parameters are included in metadata files or CRM records, for Data Records, select or clear the checkboxes.
Click Save.
Click Back to Settings, and then select the Virtual Agent Chat checkbox. This lets incoming SMS sessions be routed to the virtual agent.
Assign a voice virtual agent to a queue
The IVR and mobile voice channels use voice virtual agents.
To assign a voice virtual agent to a queue, follow these steps:
In the CCAI Platform portal, click Settings > Queue. If you don't see the Settings menu, click Menu. The Queue Menu Settings page appears.
Do one of the following, depending on the channel that you created your virtual agent for:
In the IVR (Interactive Voice Response) pane, click Edit / View.
In the Mobile pane, click Edit / View.
Click the queue that you want to assign a virtual agent to.
For Channel Settings, in the Virtual Agent row, click Assign Virtual Agent.
In the Virtual Agent list, select a voice virtual agent that you created in Create virtual agents. Only virtual agents that you turn on appear in this list.
For Hours of Operation, select one of the following:
24 Hours: The virtual agent is available at any time. When there are no human agents available, escalations aren't possible.
Queue hours: The virtual agent is available only during the hours of operation for the queue. For more information, see Hours of operation settings.
For IVR only: To set a keypad hot key that lets end-users connect directly with a human agent, do the following:
Select the Allow end user to skip virtual agent checkbox.
In the Hot key option list, select a hot key.
Mobile voice only: To display a button that lets end-users connect directly with a human agent, select the Display Skip to human agent button checkbox.
To add data parameters, do the following:
Click the Pass Data Parameters toggle to the on position.
Click Add Parameter. The Add Parameter dialog appears.
Fill in the fields according to the instructions in Pass data parameters to Virtual Agents and Virtual Task Assistants, and then click Save.
To add more data parameters, click Add Parameter, and then repeat these steps.
To configure whether the data parameters are included in metadata files or CRM records, for Data Records, select or clear the checkboxes.
Click Save.
Click Back to Settings, and then select the Virtual Agent checkbox. This lets incoming SMS sessions to be routed to the virtual agent.
Assign voice virtual agent transfers to top-level queues
To enable this capability, make sure that the top-level queue ID is entered as the destination in Dialogflow CX. You can find queue IDs in the Settings > Queue menu. Make sure that any required leaf queues are active.
In the IVR, the end-user hears all the sub queue and leaf queue options under the top-level. If a top-level queue doesn't have active sub queues or leaf queues or is configured incorrectly, the IVR Fallback mechanism takes action. It either redirects the caller to the previous queue (if human agents are available) or it conveys an error message before disconnecting the call (if the escalating queue lacks human agents).