Workflow Management
Workflow management facilitates integration of Bold360 with environments that manage agent provisioning, work assignment and routing, such as telephony, workflow management and personnel provisioning systems.
Agent Provisioning
Learn about creating, editing and deleting agents via the Agent Provisioning.
Triggers
- Agent Chat Count Changed
- Agent Status Changed
- Chat is unassigned
Learn more about triggers under Set up your account to work with the Bold360 API.
Usage Scenario Examples
Bold360 lets the external system make a decision about chat assignment
Once a customer initiates a chat, Bold360 posts an event message and waits for the external system to take action. The system can decide to do either of the following:
- Query the Bold360 system
about
agent availability and execute an explicit
call to Bold360 to
assign the chat to a specific agent. This
overrides Bold360's Automatic Chat Distribution (ACD) logic.
Important: This does not suspend ACD. Once ACD assigns a chat, subsequent external assignment requests are ignored.
- Do not execute a call to Bold360 and implicitly allow the ACD logic to function normally.
An agent rejects a chat assignment
If a chat needs to be reassigned, Bold360 posts an event message with the unassigned chat and customer data to the external system. The system can then decide as in the previous scenario.
Set agent status based on queue size and wait time
If the phone wait time exceeds a certain threshold, the external system can modify the status of the agent to reflect their workload.
Set agent status and queue assignment based on their current activity
- Automatically set the agent's chat or phone availability
- Queue or dequeue the agent
Indicate when agents are engaged in an activity, such as being on the phone
Create custom agent statuses for commonly recurring activities, and set the agents' status automatically via API.