How to identify a customer

The example shows how to build a flow in Xperience Routing that detects a VIP customer.

1. In the Xperience Routing editor, create a new flow.
2. Add blocks.
   1. Start
   2. End
   3. Wait for digits
   4. Select contact profile
   5. If
   6. Enqueue phone
   7. Play file.
3. Connect the blocks.

   

4. Add variables. Add the following variables:

   

5. Select the block Wait for digits and configure the block properties.

   

6. Select the block Select contact profile and configure the block properties.

   

7. Select the block If and configure the block properties.

   

8. Select the block Transfer to agent and configure the block properties.

   

9. Select the block Transfer to agent and configure the block properties.

   

10. Publish the flow in the Altitude uCI Server.
11. Associate the generated IVR script with a campaign.

How does the example work

1. The IVR campaign receives a phone call.
2. The block Ask for unique id:
   1. Plays a message asking for the customer number.
   2. Waits for the customer input.
   3. Stores the customer input in variable unique_id.
3. The block Select contact profile:
   1. Uses unique_id to search for the contact profile of the customer.
   2. Retrieves the value of column is_VIP and stores the value in variable vip_customer.
4. The block Is VIP? evaluates the value of variable vip_customer:
   • If the variable vip_customer is false, the flow plays a message for non-VIP customers, enqueues the call to an agent campaign with priority 0, and ends.
   • If the variable vip_customer is true, the flow plays a message for VIP customers, enqueues the call to an agent campaign with priority 10, and ends.