Overview: Modify Points workflow module (Console)

This article provides an overview for the Modify Points workflow module in Console.

In this article

Overview

The Modify Points workflow module distinguishes the level of importance among interactions in the same queue. It does this by assigning points to interactions with specific attributes in a workflow.

These points are taken into account during the AID (Automatic Interaction Distribution) process. Any interactions with points will be placed ahead of interactions without points, no matter how long they have been waiting in the queue.

If there are multiple interactions with points assigned, the interaction with a higher point value will be prioritized over interactions with lower point values. And, if there are multiple interactions with the same point value, AID will use other factors like the length of time the interaction has been waiting in the queue to determine which interaction gets distributed first.

There is no limit to the size of the number you choose as long as it is a positive, whole number. 

Tip: We recommend setting point values in units of 10 (e.g. 10, 20, 30, 40, 50…). This makes it easier to keep track of and helps to know how many points to subtract or add to fine-tune your workflow.

Example

There are five interactions sent to the Billing Payments queue. 

• One interaction has a point value of 100 (Customer A)

• One interaction has a point value of 80 (Customer B)

• The other three interactions have a point value of 50 (Customer C, Customer D, and Customer E). 

AID will prioritize routing the interactions within the Billing Payments queue like this: 

1. The highest priority interaction is Customer A

2. The next highest priority interaction is Customer B

3. Then, Customer C, D, and E are viewed as equal weight in regards to point value, so they are then further prioritized between the three of them based on other routing factors like when the calls were made.

From this scenario, you can see that the system prioritizes interactions that have a higher number of points relative to other interactions in the queue. When point values are equal (as in the case of Customer C, D, and E), other metrics are used to determine priority.

Module structure

Below is an explanation for each interior area of the Modify Points module.

• Label: Change the name of the module by adding a label. The name you set here will be visible when you're in the workflow workspace.

• Action: This Action menu provides you access to selecting how the point value of the interaction will be modified. The Action menu includes the following:

  • • Add: This option will apply the specific additional points to the interaction therefore increasing the interaction’s weight when entering a queue. 

    • Subtract: This option will remove the specific number of points from the interaction therefore decreasing the interaction’s weight when entering the queue.

    • Set: This option will remove previous points values and define a new, specific point value for the interaction. The AID process will then determine if the new, set point value is now higher or lower than the other interactions sent to the same queue.

• Points: This Points field allows you to define how many points Hammond adds, subtracts, or sets for the interaction. 

Note: The point value entered here must be a positive, whole number.

Use cases

Below are some common uses cases for using the Modify Points Module:

• Add Points: Increases the importance of an interaction

  • • Time Sensitive: Time sensitive customer needs like bill payment, re-book a flight, etc.

    • Membership Levels: Prioritizing potential customers, Gold customers over Bronze customers, etc.

• Remove Points: Decreases the important of an interaction

  • • Self-Service Inquiries: Customers that have inquiries that also have simple, self-service access (checking account balance, etc.)

• Set Points Value: Customize the interaction’s point value

  • • Customer Placement: Move customers to the “front of the line” or the “back of the line” based on the type of interaction.

    • Equalize Interactions: Equalize the weight of the interaction against the other interactions, so the interaction will be routed on other factors.