Route To options | Settings tab | Exits tab |
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Queue: Route to a queue.
(Available for all flows) |
Select one of the following:
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:
| Call Finished: Select the destination widget if routing was successful and the engagement is completed.
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) | Inbox: Select the inbox to route to. | Recording Complete: Select the destination widget if the caller records a voicemail.
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)
|
Voice and in-app chat flows
Web chat flows
| Routing Failed: Select the destination widget if the flow failed to route the consumer to 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.
| Call Finished: Select the destination widget if routing was successful and the engagement is completed. 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.
Variable: Place an outgoing call based on a variable.
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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) | Not applicable | Not applicable |