Automatic Navigation back to the Agent Inbox on pressing 'End'

[Former Member]

Hi all,

In standard when you edit an item in the agent inbox, the system takes you back to the Account Identification screen when you press 'End'. This is not great for agents who continually process items in the agent inbox because they then have to navigate back to the agent inbox to process the next item.

Does anyone have experience of handling this requirement? Can this be done using the Intent Driven Interaction ? I have tried setting this by carrying out the following:

1) Define a rule in the Rule Profile

2) Added the events EndInteraction, InteractionAfterEnd to the rule profile, assigned the roles to the profile.

3) No condition entered, assumed this is not mandatory, then added an action Navigate To the inbox: Search ( Navigation Object type:Action IC WebClient - Inbox:Search)

4) Have assigned the standard Intent Driven Interaction Profile DEFAULT to the function profiles in my role.

The rule does no seem to be invoked. Does anyone know if it is possible to debug the IDI to find out why it is not invoked?

Thanks

Paul

[TonyRosenthal · Accepted solution]

Hi Paul,

You can define a default Link ID in the Navigation Bar Profile. This does mean that you potentially need to confiure multiple profiles, but should give you what you need.

Link ID for Inbox is IC_INBOX

Cheers

Tony

[Former Member]

Hi Paul (& Thorsten)

Did you ever solve this one? If so, how did you do it?

Cheers

Gavin

[thorsten_rams]

Hi Paul,

I am working on the same issue. I made the IDI work using these steps:

1) Define a rule policy in the Rule Profile for context "Intent driven interaction":

If

Current Event Equals InteractionEnded-Interaction ended

Then

Navigate To ( Navigation Object type:Action = IC WebClient - Inbox:Display )

2) Release the rule using the "more" button and clicking on "relase draft rule" (the icon changes from yellow to green)

3) On the top level of my new policy I assigned my business role and the event that is being used (InteractionEnded).

4) I check business role customizing: function profile "INTENT_DRIVEN_INTERACTIONS" is assigned to "DEFAULT". Note: The intent driven profile "DEFAULT" is assigned to the service mgr. profile "IDI_DEFAULT".

Doing these changes my system now jumps to the inbox when I click on the "END" button.

The problem I still have is that I would like to have this happen only in the case of inbound calls - meaning to jump to the inbox only in the case that this was the starting point. If I start with the account identification (outbound calls) then I would like to jump back to that screen when clicking on "END".

This seems not to be so easy as I could not figure out how to add a line in my rule for the currentInboxItem that would work. Checking if the currentInboxItem is not-equal to "blank" seems not to work.

If you or somebody has an comment on that or on how to debug when a rule is checked by the system, I would be delighted.

Thanks & Regards,

Thorsten