Automation Component
Trigger
Agent automation will only work on the agent that was modified after the trigger was configured. Each trigger has specific rules, and when those rules are met one or more actions are performed.
This field allows you to create triggers based on the Agent (Operator) assigned to the user.
This field allows you to create triggers based on the groups contained in the 3Dolphins omnichannel.
This field allows you to create triggers based on Agents with conditions on Aux Changed or on Agent Idle.
Filter
There are two areas in the filter section where you can specify whether Agents fulfill the trigger criteria. You can set conditions where ALL conditions must match (logic AND). You have the option of adding as many filters as you want.
Default field if your automation component (Trigger) is on Aux Changed.
This condition only appears when the on Aux Changed trigger is selected. Where all conditions of block 1 are more than conditions of block 2.
This condition only appears when the on Aux Changed trigger is selected. Conditions in block 2 are filled in based on the number percentage of Agents in a group or the whole group.
This adjusted field is selected depending on your Trigger condition. If you select on Aux Changed, you can take action when the Agent status changes. However, when selecting the on Agent Idle, this condition is only executed when the Agent is idle (i.e. there is no activity on the Agent tab).
All block conditions 1 Is or Equals to block conditions 2.
This field allows you to create filters based on status Agents, such as available, break, etc.
All block conditions 1 Equals to block conditions 2.
This field allows you to create filters based on the time was the Agent in the 'Idle' state.
Action
Setelah kondisi trigger ditentukan, Anda dapat menyusun action yang akan dilakukan ketika kondisi telah terpenuhi. Anda juga dapat menambahkan sejumlah action.
Parallel: All actions in the action list will be executed simultaneously regardless of the action order that was added. Sequential: All actions will be executed in order according to the action list that was added.
This component will reject status changes from the Agent following the conditions that have been determined. Only available when trigger using On Aux Changed.
Associate the selected process flow keyword with the ticket.
Sending notifications to affected supervisors from the automation agent that has been created. This field has macro elements that can be used by the user, namely: [0}: to display an automatic replace message using the concerned agent's name. {1}: to display an automatic replace message by using the concerned agent's group.
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