Customizing the Route To widget

Queue: Route to a queue.

(Available for all flows)

Select one of the following:

• Queue: Select the queue to route to. You will see basic queue settings like the number of agents. Click View Queue Details to change queue settings.
• Variable: Route to a queue based on a variable. Click the drop-down menu to select the variable.

Mapping Verification of Agent Routing Skills (only available when you select Queue in the setting above): Displays the associated agent routing profile of the queue and a list of skills added to that profile. The list of skills displays if it's been mapped as an exit in another widget. You can map skills to exits in the Condition and Collect Input widgets.

Estimate Wait Time: The estimated wait time is based on several factors, including the average handling time. The settings are based on the flow and available for existing accounts only:

• For video, web chat, in-app chat, or SMS flows: Enable the Notify estimated wait time toggle to play or display an automated greeting with the estimated wait time. For video flows, the estimated wait time is displayed on the Waiting Room.
  • Language: Select a language, then customize the text to convert to speech for the greeting. Zoom Contact Center will play the relevant language based on the engagement language variable.
  • Voice: Select a voice for the specified language.
• For voice flows: Select an automated audio to play while connecting the call, transferring, and on hold. Choose from a list of default audio files, a newly uploaded/created audio file, or an existing audio file from the Assets Library.

Overflow: Select the destination widget if the call exceeded the limit set in the queue settings for Max Wait Duration or Max Engagement in Queue. If configured, this will override queue settings for overflow. For best practice, the recommendation is to use the queue settings for overflow.

Routing Failed: Select the destination widget if routing failed.

Inbox: Route to an inbox. This option doesn’t include voicemail greeting customizations. Add the Send Media widget to add a greeting to the flow.

(Only available for voice flows)

Hangup: Select the destination widget if the caller hangs up.

Routing Failed: Select the destination widget if the flow failed to route the consumer to the inbox.

Flow: Route to another flow.

Note: Zoom Contact Center will not provide an automated announcement that notifies the consumer they are being routed to another flow. Use the Send Media widget if you want to play an announcement to consumers.

(Only available for voice, in-app chat, or web chat flows)

• For voice flows, you can route to another voice flow.
• For in-app chat flows, you can route to another in-app chat flow.
• For web chat flows, you can route to a web chat flow or video flow.

Voice and in-app chat flows

• Target flow: Select the flow to route to. You will see the flow’s basic details like its name and description. Click View Flow Details to view or edit the flow. The target flow must be the same flow type as the current flow.

Web chat flows

• Target Flow Channel: Select the flow channel type to route to.
  • Chat (Web): Route to another web chat flow.
  • Video: Route to a video flow.
• Target flow: Select the flow to route to. You will see the flow’s basic details like its name and description. Click View Flow Details to view or edit the flow.

Agent: Route to specific contact center agents.

(Only available for voice, web chat, in-app chat, or SMS flows)

Target Agent: Select agents to route to.

Queue (Optional): Select an associated queue.

Max Wait Time: Enter the total maximum wait time allowed in seconds. When the maximum is exceeded, callers will be routed based on the Overflow exit setting.

Overflow: Select the destination widget if the call exceeded the estimated wait time set in agent settings.

Routing Failed: Select the destination widget if the flow failed to route the consumer to the agent.

OutgoingCall: Place an outgoing call to an external phone number.

(Only available for voice flows)

Outgoing Call Target: Select one of the following.

Phone Number: Place an outgoing call by specifying a phone number.

• Country/Region: Select the country/region of the phone number.
• Phone Number: Enter the phone number (area code and phone number) without any spaces or dashes.
• Max Ring Time: Enter the total maximum wait time allowed in seconds. When the maximum is exceeded, callers will be routed based on the Overflow exit setting.
• Caller ID: Select the caller ID used to place the outgoing call.
  • Flow Number: Use the phone number assigned to the flow's entry point.
  • Original Caller ID: Use the consumer's caller ID name and number.
  • Outbound Queue Caller ID: Use a caller ID assigned to a queue.
    • Outbound Queue: Select a queue to place the outbound call.
    • Queue Caller ID: Select a caller ID that's assigned to the previously-selected queue. This will be used to place the outbound call.

Variable: Place an outgoing call based on a variable.

Call Answered: Select the destination widget if the call successfully connects to the external number.

Call Failed: Select the destination widget if the call exceeded the Max Ring Time wait time set in the widget’s settings.

Call Not Answered: Select the destination widget if the call isn't answered by the receiving party.

Disconnect: Disconnect the call. This option doesn’t include greeting customizations. Add the SendMedia widget to add a disconnect greeting to the flow.

(Only available for voice flows)