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Use Case - Set Preferred Agent from CRM

Set preferred agents from a 3rd party system (e.g. CRM) for a calling customer in Nimbus.

This use case provides step-by-step instructions on how to set preferred agents from a 3rd party system like a CRM into Nimbus for a calling customer.

PRECONDITIONS

  • Contact Center A Contact Center service is set up in Nimbus. This allows the use of Distribution Policies and the definition of preferred users.
  • Note that preferred users do not need to be assigned "Agents" of your Contact Center service, but need to have the Contact Center license applied in order to be selectable. If users get their license removed, they remain on the preferred list for any ongoing session. However they can not be selected as "preferred" for future sessions.
  • You require service owner rights to set the preferences for your Contact Center service in the Luware Nimbus Admin Portal.
  • You require a user role with Power Automate Permissions in order to select and handle the service within the Microsoft Power Automate Connector.
 

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Configure Your Service in Nimbus

  1. First check that "Preferred User Routing" is enabled for the Distribution Policy assigned to your Contact Center service.
  2. You can enable the waiting time as well. During this time the call gets distributed only to the list of preferred users before the system sends it into the normal queue.
  3. OPTIONAL Announcement: We can use a parameter to store and announce the preferred user chosen.
    1. Create a Parameters to announce on:
      • Name = PreferredAgent or PreferredAgentMessage
      • Value = EMPTY
    2. Create an example workflow as shown below. 💡 Of course you can incorporate these steps into your already existing workflow. In this example we kept it simple to check just if the preferred user routing was successful.
  4. Finally, save and close your workflow. Don't forget to assign it to your Contact Center service via the Modality Service Settings.
    💡 The next part is the MS Power Automate flow that defines your preferred users.

Create the Power Automate Flow

✅ With your workflow done, it's now time to build the MS Power Automate flow that defines your preferred users.

Description
Screenshot
Trigger your flow with GetOnNewTasks on the Contact Center service.

N/A

Our customers are stored in a simple excel list. The column "preferred agent" holds the Teams UPN of the preferred agent for the customer or is empty if there is no preferred user found.

Add a "Get item" element from the Excel Connector to the flow.

💡 Note that Excel is an example. You can adapt the flow to get the preferred agents from your CRM into Nimbus. → In this case you would add the retrieved results in the Nimbus task by updating last step "UpdateTask" below.

Add a "Condition"  element to the flow.

  • Validate if the preferred agent column has an entry by simply getting the lenght of its value and checking if it is greater than 1.

Then in the IF Yes branch, add a "UpdateTask"  of the Nimbus Connectorto your flow.

  • Update the desired values and update the preferredAgent array with the value from the Excel sheet.
  • OPTIONAL Update also the parameter to do the announcement in the workflow.

 

[ ... ]

Test Your Flow

To test the distribution to your preferred agents. You need to have at least 3 agents available in the service. Test at least the following scenarios:

Scenario Example Expected result
Customer could be identified and has 1 preferred agents Preferred agent is available The call rings at the preferred agent, then the group.
Preferred agent is not available The call rings the group after the desired waiting time.
Customer could be identified and has 2 preferred agents

Preferred agent 1 is available

Preferred agent 2 is available

 The call rings at the preferred agent 1, then at preferred agent 2, then the group.
Customer could be identified and doesn't have any preferred agents Peferred user list is empty The call rings the group, according to the settings of the Distribution Policy.
Customer could be identified  Peferred user list is empty The call rings the group, according to the settings of the Distribution Policy.
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