Routing Blocks

These blocks specify where the interaction should be routed when certain conditions are met.

You might not see all of the blocks listed here on your Palette. The blocks shown depend on the features that are enabled and the type of application that is being built. For example, the Route block is only available for Digital application types.

Use the links below to learn more about each block.

Query VQs

Queries virtual queues and assigns their Estimated Wait Times. (Not available for IVR-type applications.)

Used in: Initialization, Assisted Service

Route Agent

Specifies routing to a particular agent.

Used in: Assisted Service

Route Call

Specifies routing to an agent based on various criteria.

Used in: Assisted Service

Start Treatment

Plays uninterrupted audio to customers while their interaction is being routed.

Used in: Assisted Service

Voice Mail

Routes calls to voicemail.

Used in: Assisted Service

Transfer (IVR only)

Transfers a call to another destination.

Used in: Self Service

Route (Digital only)

Routes a multimedia interaction to a target.

Used in: Assisted Service

Predictive Routing

Routes to the agent best equipped to handle the request.

Used in: Assisted Service