Configurable Enqueuement Directions

February 4, 2019

What is it?

A new input parameter has been added to the queue flow notations that allows you to select the direction for this queuing action.

  • Interaction Direction: Uses the applicable direction for each interaction. This is the default setting.
  • Any: Allows for any direction, including inbound, outbound, or agent initiated.
  • Inbound: Inbound interactions.
  • Outbound: Outbound interactions.
  • Agent Initiated: Agent initiated interactions, including ones generated with Click to Dial.

Good to Know:

All existing flows will have the default direction of Interaction Direction applied. To change direction, edit your queue notation(s) as needed.