This use case illustrates how to distribute "priority" calls quicker than "non-priority" calls without making use of the Workflow Activities - Distribution Priority activity which is only available in Contact Center license.
In this example, we want to prioritize customers residing in a specific country. The condition to be a priority call can be defined upon to your needs. You can combine this with Use Case - Distinguishing external from internal calls to give external calls a priority.
PRECONDITIONS
You require service owner rights to to create the services and build the power automate flow.
- A main service is set up
- A priority service is set up
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Prepare Nimbus
Create these Parameters in the system:
| Name | DefaultValue |
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| PriorityServiceQueuePosition | 0 |
| MainServiceQueuePosition | 0 |
| TransferToPriorityService | No |
Build the Workflow
Overview of the workflow
Description |
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We start with "Accept Conversation" to get calls into the service
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Add a "Check Parameter" activity and check on the value that determines if the call has priority. In our example we check if the Customer.Country has a specific value.
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For the priority calls we need to check the availability in the current service.
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Add a "Get Queue Position" activity to the flow and save the position value into the parameter "PriorityServiceQueuePosition"
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Add a "Get Queue Position" activity to the flow and save the position value into the parameter "MainServiceQueuePosition" 💡 This activity will be needed as a Trigger Event for the power automate flow. |
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Add a "Check Parameter" activity to the workflow and check on "TransferToPriorityService"
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Add a final "transfer" activity which routes to the Priority Service.
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Build the Power Automate Flow
The Power Automate flow is very quick to set up. We want to check if the PriorityServiceQueuePosition is lower than the MainServiceQueuePosition.
- If Yes, then we set the TransferToPriorityService parameter to "Yes" so that the call is routed to the priority queue within the workflow.
See the flow overview
Element & Setting |
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Begin with a GetOnUpdatedTask element
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Add a "Initialize Variable" step to the flow. Initialize the custom "PriorityServiceQueuePosition" Parameter created earlier within Nimbus.
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Add a "Initialize Variable" step to the flow. Initialize the custom "MainServiceQueuePosition" Parameter created earlier within Nimbus.
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Add a "Condition" step to the flow and set it to the following. 💡 We need to listen to the trigger of the second Get Queue Position activity in the workflow. We want to make sure that the Update parameter name is the name of the second parameter
AND
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In the IF YES case add a "UpdateTask" Nimbus Flow Actions to the flow. Set the CustomContextParameter TransferToPriorityService to Yes |
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In the IF YES case add a "UpdateTask" Nimbus Flow Actions to the flow. Set the CustomContextParameter TransferToPriorityService to No |
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✅ You are now ready to test the flow.