Routing Conversations

Customers contact a contact center to have their requests fulfilled. Contact centers reach out to customers to achieve a particular business goal. Whenever the contact center and the customer are in contact, they are engaged in a conversation.

Contact centers engage an agent or bot to serve the customer. Buzzeasy makes sure the correct resource is connected to the conversation in the right order at the right time, which is the act of routing.

Inbound conversations are originated by the customer and typically connect to an agent, after optionally having been treated by a Bot or two depending on the type of media in use and the workflow configured. Outbound conversations are initiated by the agents or callback services, and the system attempts to connect the target customer to them.

The following diagram shows how inbound and outbound conversations flow through the Buzzeasy system, and what portal resources are in play on their paths.

Conversation Lifecycle

There are a number of configurations and features set up and teared down during the lifecycle of each conversation. The following diagram shows a scenario of a conversation engaged by bots, then getting routed to a human agent, that then decides to transfer it to a second agent.

Handling Data

Whenever a conversation is generated in the system, Buzzeasy stores relevant data to be used for routing purposes and analytics.

Work Item Dataset

This stores information that needs to be retained for reporting purposes and to aid routing. It is up to the administrators to decide what fields are need for the particular workflow. When a conversation is finished (a chat message is terminated, a call is disconnected, etc.) the work item data is sunk into the recording database, and the data storage is emptied.

Work item data can be generated by any participant a workflow triggers during its lifecycle, or Scripting flows launched when the conversation lands at an agent.

Tip

Work item data does not get retained from one conversation to the next. These are conversation-bound and temporary.

Customer Dataset

This is maintained for every customer in a persistent manner, to be able to identify them in all of their subsequent conversations.

Customer data has a static, built-in structure. The following built-in fields are available:

FirstName, LastName, MiddleName, Name, Location, Locale, Email, PhoneNumber, Picture

Media

Buzzeasy supports an ever growing list of media connections where contact centers can offer their services. For example Microsoft Bot Framework, Twitter, SMS, WhatsApp, Microsoft Teams Voice, etc.

Channels

Channels provide the connectivity between the conversation participants.

Read the Channels article for details.

Workflows

Workflows provide the flexibility to offer the best possible participants to address the customer requests as fast as possible.

Read the Workflows article for details.

Bots

Bots are automated software services aimed to collect information from the customers to attempt to fulfill their requests, some even without involving human agents.

Read the Bots article for details.

Agents

Agent resources represent a human agent working in the contact center. Agent can be associated to inbound conversations using a highly flexible attribute/capacity matching process.

Read the Agents article for details.

Outbound Campaigns

Buzzeasy supports launching outbound conversations in a campaign-like fashion, whereby a list of target customer phone numbers are uploaded and then dialled out from the Buzzeasy Agent application interface.

Tip

Outbound campaigns is a preview feature. We are constantly updating the service, adding new features and correcting issues. Keep an eye on this documentation to learn more.

Read the Outbound Campaigns article for details.