Configure Assign Agent Node in IVR

Updated

5 days ago

The Assign Agent Node in the IVR builder is used to route calls to a live agent or create a task for agent handling. It provides flexibility to define agent preferences, queue settings, and call behavior during assignment.

Prerequisites

Before configuring the IVR node, ensure the following requirements are met:

Sprinklr Voice must be enabled in your environment.

Your user role must have the following Voice IVR permissions.

Steps to Add an Assign Agent in IVR

Follow the steps below to add an Assign Agent node to your IVR workflow.

Open or create a new IVR.
On the IVR builder screen, click the '+' icon on the path where you want to assign the call to an agent. Select 'Assign Agent' under the Transfer Actions section.

Configure the following fields on the Assign Agent node configuration screen:


Field	Description
Name	Enter a descriptive name for the node (e.g., Assign Agent for Setup).
Enable Route from Voice Bot	Toggle ON if you want to route calls from a voice bot to an agent.
Work Queue	Choose the queue where the call should be routed. Dynamic input is supported.
Wait Time IVR	Configure the Wait Time IVR which will be played for the customer while customer waits in the queue.
Wait Time IVR Music Duration	Set the music duration before Queue starts. Default is 5 seconds. Dynamic input is supported.
Timeout Duration	Define how long the system should wait before triggering fallback logic if no agent is available. Dynamic input is supported.

Preferred Agent	Select a specific agent or use dynamic input (e.g., ${x}) for dynamic assignment.
Try and Assign Only to Preferred Agent	Toggle ON to restrict assignment to the selected agent only.
Assign as Task	Toggle ON to create a task instead of direct call routing.
Disable Recordings	Enable this options if recordings should not be captured for compliance or privacy reasons.
Disable Transcripts	Enable this options if transcripts should not be captured for compliance or privacy reasons.
Entity Type	Defines the type of entity associated with the interaction. Available options: Customer: Select this when the interaction is linked to an existing customer record. Lead: Select this when the interaction is linked to a potential customer or lead record.
Entity Id	Specifies the unique identifier for the selected entity type. For Customer, this is typically the customer’s unique ID in your CRM system. For Lead, this is the lead’s unique ID. This ensures the interaction is correctly mapped to the right record.
Select Highlighted Fields	Determines which fields from the entity record should be displayed to the agent during the interaction. These fields provide quick reference information (such as name, contact details, or priority status) to help the agent handle the call efficiently. You can select multiple fields based on business requirements.
Wait Music	You have the flexibility to configure distinct wait music for various work queues, tailoring the experience based on demographics and other criteria. Add the MP3 audio file from Digital Asset Manager which will be played for the customers when they wait in the queue or are put on hold by the agent.

Click the 'Save' button to save your node configuration.

Paths Created After Configuring the Assign Agent Node

When you configure the Assign Agent node, three new paths are automatically created:

1. Agent Busy

This path is triggered when the total number of assignment retries (defined in the queue) is exhausted.

Retries occur when an agent either declines the call or does not pick up.

Configuration: The retry threshold can be set in the queue under General Settings.
Purpose: This ensures calls do not keep circulating among multiple agents, which can lead to high wait times.
Recommended Action: Use this path to customize the logic, such as offering a callback option or deflecting the call to another channel.

2. Completed

This path is executed after a successful interaction between the user and the agent, immediately after the call ends.

Recommended Action: Use this path for post-call activities, such as sending a survey or applying call tagging.

3. Timeout

This path is triggered when no agent picks up the call within the timeout period defined in the queue.

Recommended Action: Use this path to announce the estimated wait time, offer a callback, or provide alternative options.

Dynamic Skill Update During Queue Routing

The system now support skill updation for calls routed to a queue through the Assign Agent node.

How It Works:

When a call is in the queue and the IVR continues running (for example, through Wait Time IVR or a Timeout path), the user can dynamically update the skill attributes.
The updated skill values are applied to the ongoing voice task without manual intervention.
The call remains in the same queue, but routing logic immediately reflects the new skill configuration.

This enhancement ensures:

Real-time adaptability to changing conditions (e.g., customer input or updated requirements).
Improved routing accuracy and reduced wait times.
A better overall customer experience.

Audio Fallback Logic in Assign Agent Node

When a call is routed to a queue via the Assign Agent node, the system determines which audio to play during wait and hold periods. We’ve enhanced the fallback sequence to provide more customization and control, ensuring that the most relevant audio is played even if certain configurations are missing.

Fallback Sequence During Wait Duration

When the call is waiting (for example, during a 5-second wait period), the system checks audio configurations in the following order:

Wait Time IVR Settings
If audio is configured here, it plays first.
Assign Agent Node Audio
If Wait Time IVR audio is not configured, the system uses audio defined in the Assign Agent node.
Voice App Music
If Assign Agent audio is not configured, the system uses music configured at the Voice App level.
IVR Advanced Settings Audio
If Voice App music is not configured, the system uses audio from IVR Advanced Settings.
Voice Provider Default Audio
If none of the above are configured, the system falls back to the provider’s default audio.

Fallback Sequence for Hold Music

When the Hold Action node is used:

If hold music is configured in the Hold Action node, it plays for the specified duration.
If not configured, the same fallback sequence applies:
Wait Time IVR → Assign Agent Node → Voice App → IVR Advanced Settings → Voice Provider Default Audio.

After Wait Time IVR Ends

Once the Wait Time IVR completes:

The system checks for music in Wait Time IVR Settings.
If none is configured, it follows the fallback sequence:
Assign Agent Node → Voice App → IVR Advanced Settings → Voice Provider Default Audio.

The Assign Agent Node ensures smooth handover from IVR to live agents or tasks, while allowing customization for compliance, privacy, and user experience.