In Unified Routing, the Work Social Network field is used to determine the channel associated with a work item. This channel is then used for routing decisions, agent capacity calculations, and channel-based reporting.

In Voice-to-Digital deflection scenarios, a customer may start an interaction on Voice and later continue the same conversation on a digital channel such as WhatsApp, Live Chat, SMS, or Email. Previously, the interaction could continue to be identified as Voice, even after the customer had moved to a digital channel. This could lead to inaccurate capacity consumption and reporting because the interaction would still be treated as Voice work.

To address this, Unified Routing can identify the channel using the most recent non-voice message associated with the conversation, ensuring that routing, capacity calculations, and reporting reflect how the interaction is actually being handled.

When this deployment property is enabled, Unified Routing can use the latest associated digital message to determine the applicable channel for Voice work items when appropriate. Channel Identification for Voice and Digital Deflection

How channel identification works

Unified Routing determines the channel at the time a work item is assigned to an agent.

• Voice interactions continue to be identified using the Voice API tags associated with the task. This ensures that standard Voice work is routed and processed as a Voice interaction. Channel Identification for Voice and Digital Deflection

• Voice-to-Digital deflections are evaluated differently. If the current channel is Voice and the conversation contains a previous non-voice message, Unified Routing uses the latest non-voice channel associated with the conversation to identify the work item.

• Fallback behaviour applies when no associated non-voice message exists. In such cases, the current Social Network value is used to determine the channel.

  This logic helps ensure that channel identification reflects the customer's most recent interaction channel rather than only the channel through which the conversation originally started.

Voice-to-WhatsApp deflection

A common use case occurs when customers are redirected from Voice to a digital channel because of long wait times.

For example:

1. A customer initiates an interaction through Voice.

2. The conversation is initially associated with Sprinklr Voice.

3. Due to longer wait times, the customer is deflected to WhatsApp.

4. The customer sends a WhatsApp message within the same conversation.

5. When the work is routed for assignment, Unified Routing identifies WhatsApp as the applicable channel because it is the most recent non-voice interaction.

6. The work is processed using WhatsApp routing and capacity rules.

As a result, the interaction behaves like a WhatsApp conversation rather than consuming Voice capacity unnecessarily.

Capacity and Reporting

The identified channel is used consistently across routing, capacity management, and reporting. This means that capacity consumption is based on the channel identified during assignment rather than the channel that was associated with the case when it was originally created.

For example, if an agent has the following capacity configuration:

If a Voice interaction is later identified as WhatsApp, the work consumes the WhatsApp capacity allocation instead of the Voice allocation. This allows agent workload calculations to align with the channel through which the interaction is being handled.

The same channel value is also used in reporting, helping organisations gain more accurate insights into where customer interactions are ultimately handled.

The updated channel identification is reflected in:

• Omnichannel Queue Performance Report

• Case SLA Report

• Case Processing SLA Report

Additional considerations

• Digital-to-Voice transfers continue to be identified as Voice interactions. When a Voice task or callback is created from a digital conversation, Voice-specific routing information determines the channel and Voice capacity configuration remains applicable.

• Digital-to-Digital transfers use the most recent digital message to determine the final channel. For example, if a conversation starts on Live Chat and later moves to Email, the latest Email message should be associated with the conversation before assignment so that Email is correctly identified as the routing channel.

• Workflow configurations should ensure that the appropriate digital channel generates the latest relevant message before assignment to guarantee correct channel identification.

The Channel Identification for Voice and Digital Deflection capability ensures that Unified Routing uses the most relevant channel at assignment time. By identifying the latest applicable digital interaction, organisations can achieve more accurate routing, capacity consumption, and channel-based reporting while maintaining consistent behaviour across the lifecycle of a work item.