Routers are used to route interactions to Agents and are initially created and configured by your Administrator.

Some settings are only accessible for maintenance by the Administrator through the Administrator application. Other settings, such as After-Call-Work (ACW) and the assignment of Groups to handle routed calls, can be updated by the Supervisor.

• Routers also manage the routing of email messages, web chat conversations, WhatsApp or Facebook Messenger chats, and work items. However, some Router settings, like IVR Menus or Interview modules, do not apply to these types of interactions.
• To view all Routers, the System Access authorization is required; otherwise, the view will be limited to the user’s own Routers.

Changing Router Settings

1. Click on Resources in the left menu, then select Routers.
2. Click on the desired Router. The details of the Router will be displayed on the right side.
3. At the top, there are 5 tabs, with the first tab, Routers, divided into 4 sections. 

4. To modify a section, click on the Manage link at the end of the section name. Make your changes, then click the Save button to apply them.

Routers

General

Queue

Agent

Interview

The Interview module allows a questionnaire to be offered to the caller after their conversation with an Agent.

• Interview questions are configured in the Administrator under the Interview Menu.
• The Interview can be offered through an automated call, callback, SMS, or email.
• The caller has the option to either participate or decline the Interview.
• It is also possible to configure the system to offer no option to the caller, applying this setting to all Interview modules.
• When using the callback method, the timing of the Interview can be configured via the Administrator application.
• If the Interview is set up without a delay and uses the call method, the routed call is extended with a series of questions (the Interview Menu).
• If the call is hung up or released by the caller, the UCS system will initiate an outbound callback. Once answered, the questions will be played to the caller.
• A separate license is required for the Interview module.
• The SMS method is available only for callers with a mobile phone and an SMS provider that supports this feature.
• The Interview option is also available for WhatsApp conversations.
• The questions defined in the Interview Menu will be used.
• A SMS signature can be defined via the Server, and additional licenses are required for using the Interview via SMS.
• For the email method, an email with a link to a website listing the questions will be sent.
• In the Administrator application, a grace period can be set per Router and media type to prevent repeated requests to the same caller within a short time.
• A server configuration can withhold the Interview module if the caller is transferred to a colleague or external supplier, leaving the Router.
• When a caller is requeued in the same or another Router, only the Interview from the last Router will be offered. The results of the Interview will be registered under the last Agent.

None	No interview menu is offered to the caller.
At the end of the call	The interview menu is played directly after the Agent ends the call.
In a callback call	The caller will be called back after the routed call has ended. After answer, the interview menu is played.
Either one	The interview menu is played directly after the Agent ends the call, or if the caller already hung up, the caller will be called back. After answer, the interview menu is played.
SMS	Use the SMS method for the Interview;
Email	Use the Email method for the Interview;
Minute	Define, in case of a call back, the minutes of delay before the system sets up the call;
Percentage	The caller will be asked to participate until the percentage of the total positive responses that day is above the selection percentage.
Prompt	The prompt asking the caller to participate to the interview. Expected is “1” for yes, “2” for no. Use the button to create a new Prompt if no Prompt has been created already. Be aware that the new Prompt still needs to be recorded.
Menu	The interview menu that is played to the caller.

Groups

To assign a Group to the Router: Click the Add button, select the Group from the window on the right, and click Add again.

To remove a Group from the Router: Select the Group and click the Delete button.

Clock times

The Clock is used to define various time schemes, each with its own flow, which is useful for setting specific schedules for calls in this queue. The Administrator can assign a Module Clock type to a Router, allowing it to be managed here. The initial setup is always configured by the Administrator.

• During the defined Clock times (opening hours), calls are routed or queued. Outside of these hours, calls are considered to be during closed hours.
• For closed hours, the ClockClosed exception exit of the Router is triggered. If no action is defined in the Router, the default Closed action in the Clock will be executed.
• In addition to regular closed hours, a Closed Exception can be set. If applicable, the action defined in the exception will be used.
• Similarly, for regular opening hours, an Open Exception can be defined. If applicable, the action defined in the exception will be applied.
• In the Supervisor application, new Clock time lines or exception lines cannot be added.
• It is recommended that the Administrator set up a Clock exception line in advance. This allows flexibility to adjust the time and date for exceptional situations (e.g., department meetings or holidays) without needing Administrator assistance.
• Multiple Clock exception lines can be pre-configured, each with different actions, to suit specific needs. For example, calls could be rerouted to another Router during a meeting, or a voicemail option could be offered during holidays.

Closed exceptions

Open exceptions