Conversation Flow for Outbound Dialing Modes - to be reviewed

A Conversation Flow, built by sequencing nodes in the Conversation Studio, defines a controlled flow of interaction for both inbound and outbound communications. The following sections detail common outbound flows.

Note on DNC Validation: A critical step in any flow is DNC validation. This is typically configured as an early step (e.g., within the WAIT node) and involves checking if a contact profile in CX-Customers has a specific DNC label assigned that is relevant to the current campaign. See DNC Lists - to be reviewed

Conversation Flow for Power and Predictive Modes

This flow reserves resources before initiating multiple calls.

1. Outbound SEIZE Node: Flow starts when an agent (or a fraction of their capacity) from a specified skill group is SEIZED, or a specific agent is reserved based on campaign strategy. The agent is seized for the skill or as a named individual, but not yet for a specific conversation.

2. Optional WAIT Node: (DNC checks can be integrated here) Final conditional check before initiating calls. Examples: Confirm current time is within permitted calling hours; check if campaign status is "active"; verify contact does not have a "DNC" label.

3. INIT Node: Initiates 'x' number of interaction sessions (e.g., voice calls). 'x' is determined by the Power or Predictive dialing logic.

4. Call Progress Analysis (CPA) - IVR/Chatbot: An IVR (voice) or a chatbot (messaging) performs initial CPA. Detected Outcomes: Busy, answering machine, fax, no answer, live answer, customer requests opt-out.

5. Branching based on CPA Outcome: Flow proceeds based on CPA result.

   • Answering Machine: Route to a voicebot to leave a message.

   • Busy/No Answer: Schedule re-attempt after a defined interval using flow logic.

   • Customer requests opt-out: Use the Add Contact Label node to assign the "DNC" label to the contact, preventing future outreach from relevant campaigns.

6. Customer Reached - ROUTING Node: If a live customer is reached, a standard ROUTING node is triggered.

   • Routing Logic: Directs the connected call based on the initial seizure strategy and defined rules:

     • Queue-based/Shared: Routes to an available agent within the seized skill group/queue (e.g., longest idle, skill match).

     • Direct Agent Routing/Personal Callback: Routes directly to the specifically reserved agent if they were targeted in the SEIZE step.

     • Mixed Routing: May involve initial qualification (e.g., by an IVR) before directing to a specific agent or queue.

   • Timeout Configuration: Routing attempts can have a configurable timeout, triggering actions like transfer to an alternate queue/IVR or call abandonment.

7. Agent Assignment: A seized agent is formally assigned to the connected call.

8. Optional Personalized Agent Greeting (IVR): A pre-recorded audio file specific to the agent can be played to the customer via conference. The .wav file is stored with the agent's profile and played by an IVR.

9. Screen Pop: Customer data is displayed on the agent's interface when the call is connected.

Conversation Flow for Preview and Progressive Modes

This flow assigns an agent to a contact before initiating the interaction. (DNC checks are typically performed before routing to an agent).

1. ROUTING Node (Agent First): (Contact pre-validated against DNC lists) A customer contact record (as a task) is routed to an agent.

   • Routing Logic: The system selects an agent based on defined strategies:

     • Queue-based/Shared: Assigns the task to the next available agent in a relevant queue.

     • Direct Agent Routing/Personal Callback: Assigns the task directly to a pre-determined specific agent (e.g., for a follow-up or dedicated account manager).

     • Mixed Routing: Could involve an initial system step before assignment to a specific agent or queue.

   • The selected agent is reserved for this interaction.

2. Screen Pop: Customer data is displayed on the agent's interface.

3. Call Initiation (Mode Dependent):

   • Progressive Mode: System automatically initiates CPA and dialing.

   • Preview Mode: Agent manually triggers CPA and dialing via an interface action (e.g., "Dial" button).

4. Call Progress Analysis (CPA): Executed as in Power/Predictive modes.

5. Customer Reached & Connection: Occurs when the dialed party answers.

6. Optional Personalized Agent Greeting (IVR): As described in the Power/Predictive flow, step 8.