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Hard stop on proficiencies
I'm running into an issue where we have bi-lingual agents, Spanish speaking agents, and English speaking agents. When the call comes in the caller picks English or Spanish and the flow branches off from there. I do the staff check and we are using in our proficiencies either a 1(speaks Spanish) or nothing for a language proficiency. Bi-lingual agents and English speaking agents are in the same queue and we have another for Spanish only speaking agents. On the Spanish branch of the flow I have routing criteria based on the proficiencies I have 4 steps with the 4th being "connect:Language (connect:Spanish) >= 1". Currently if none of the proficiencies match it just goes to the next available agent which could be an English only speaking agent. Can I instead if no Spanish speakers are available in the first queue transfer the caller to our only Spanish speaking queue?
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To ensure that callers who select the Spanish language option are routed to Spanish-speaking agents, you can implement the following approach in your contact center's call flow:
[1] Establish Two Separate Queues:
Queue 1: For bilingual and English-speaking agents Queue 2: Dedicated queue for Spanish-speaking agents only
[2] Implement the Logic in the Spanish Call Flow:
a. Start with a "Check Staffing" block to assess the availability of agents in the bilingual/English queue (Queue 1). b. If Spanish-speaking agents are available in Queue 1, use a "Transfer to Queue" block and apply the routing criteria: "connect:Language (connect:Spanish) >= 1". This will connect the caller to the next available Spanish-speaking agent in Queue 1. c. After the "Transfer to Queue" block, add a "Wait" block. This allows time for the system to attempt to match the caller with a Spanish-speaking agent in Queue 1. d. Follow the "Wait" block with a "Check Contact Attributes" block. This will evaluate if the caller is still in the queue after the wait period. e. If the caller is still in the queue (indicating no Spanish-speaking agent was available in Queue 1), use another "Transfer to Queue" block to move the caller to the dedicated Spanish-only queue (Queue 2).
This approach ensures that if no Spanish-speaking agents are available in the initial bilingual/English queue, the caller will be automatically transferred to the dedicated Spanish-only queue, rather than being connected to an English-only agent.
References:
Yes, you can definitely adjust your routing strategy to transfer callers to a Spanish-only queue if no Spanish-speaking agents are available in the first queue. Here's how you can approach this:
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First, ensure that you have two separate queues set up: one for bilingual and English-speaking agents, and another for Spanish-only speaking agents.
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In your contact flow, after the language selection branch for Spanish, you can use a series of blocks to implement this logic:
a. Start with a "Check staffing" block for the bilingual/English queue.
b. If staffing is available, use a "Transfer to queue" block with your routing criteria for Spanish-speaking agents (connect:Language (connect:Spanish) >= 1).
c. Add a "Wait" block after the "Transfer to queue" block. This allows time for the system to attempt to match the contact with a Spanish-speaking agent.
d. Follow the "Wait" block with a "Check contact attributes" block. This block can check if the contact is still in queue after the wait period.
e. If the contact is still in queue (meaning no Spanish-speaking agent was available), use another "Transfer to queue" block to move the contact to your Spanish-only queue.
This setup ensures that if no Spanish-speaking agents are available in the first queue, the caller will be transferred to the Spanish-only queue instead of being routed to an English-only speaking agent.
Remember, queues are still necessary even when using agent proficiencies. The routing criteria is only activated when a contact is enqueued, and agent proficiencies provide additional control to target specific agents within a queue.
By implementing this approach, you're effectively using both queues and proficiencies to optimize your routing strategy, ensuring Spanish-speaking callers are always connected to agents who can assist them in their preferred language.
Sources
Optimize routing using queues and proficiencies in Amazon Connect | AWS Contact Center
Troubleshooting long queue times in Amazon Connect | AWS re:Post
Set up routing in Amazon Connect based on agent proficiencies - Amazon Connect
I can get to the Routing Criteria with the proficiency of 1 being the last one in the criteria, but it still transfers to the next available agent even if they have no spanish speaking proficiency.
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I believe my confusion is on point a. I check the my bi-lingual | English queue. Some agents in this queue speak ONLY english. If TRUE I prompt for if they want to speak to a Spanish speaker. If Spanish is selected there is a follow up question in Spanish, after follow up answer I go to Set Routing Critieria which I posted in the question. I guess I'm unclear where else i'm supposed to put the routing criteria for spanish speakers. Also on step C, it says to add a Transfer to queue block. Doesn't this end the current flow? Transfer to Queue's only options are At Capacity and Error, but its determined on staffing as a whole, not just where spanish speaker >=1
Check Staffing: https://drive.google.com/file/d/1zlw-aPpbg1jtJdepKj6tYLRBNobwqb8c/view?usp=sharing Flow Snippet: https://drive.google.com/file/d/1Xy6NvVQUH7gvD_vEQptOYn8urMg60S_1/view?usp=sharing
The issue is that the last step happens no matter what, so in your case because it’s a single queue Eng will get the calls. You absolutely need two queues to segment your agents if you want to use attributes.