Derivation to Kyubo

Category: Call Center

Description: Extension module that allows transferring interactions to agents using the Kyubo chat engine.

Functionality: Enables transferring interactions from a client to a workgroup using the Kyubo chat engine. These transfers are managed directly from the Lynn Admin platform.

Section 1: General Settings

Enable context transfer: Radio button field to indicate whether the customer's conversation history and context should be sent to the agent before transferring the interaction to the queue, including messages from the channels.

Enable sentiment analysis: Radio button input field to activate sentiment evaluation of the customer's dialogues using cognitive context, provided this functionality is enabled. The analysis is applied to each message sent by the customer. This option depends on the sentiment analysis tool and should not be enabled if Lynn does not have NLU.

Number of historical days to display: Dropdown input field to select the conversation history period to be displayed. The period is counted backwards from the current moment and can range from 1 to 7 days.

Important

In Lynn, some elements may restrict the number of visible messages depending on the policies of the chat engines or the length of the dialogues.

List to remove HTML tags when Lynn generates a dialogue report in Elasticsearch: String input field to define a list of HTML tags to be removed during the generation of dialogue reports in Elasticsearch. Its purpose is to prevent agents from seeing "garbage text" when HTML-formatted content is presented in channels that do not support HTML encoding.

• Example: Dialogue configuration

    Through our Customer Service forms, access here
    <br/>
  
    &#128073 https://www.xxxxx.cl/prueba/formulario-de-sugerencias-felicitaciones <br/> 
  
    to properly manage your request.
  

  Result 1: Channel supports HTML

  Through our Customer Service forms, access here
  
  
  👉 https://www.xxxxx.cl/prueba/formulario-de-sugerencias-felicitaciones
  
  
  to properly manage your request.

  Result 2: Channel does not support HTML

  Through our Customer Service forms, access here
  <br>
  👉 https://www.xxxxx.cl/prueba/formulario-de-sugerencias-felicitaciones <br>
  to properly manage your request.

  Applying the list of tags to remove (e.g., <br>, <br>):

  Through our Customer Service forms, access here👉 https://www.xxxxx.cl/prueba/formulario-de-sugerencias-felicitaciones to properly manage your request.

Dynamic queue entity: Dropdown field to select an entity to which the interaction will be transferred, using queues defined dynamically in the flow. The integration must support differentiated queue handling aligned with those dynamically managed by the selected entity. If no entity is specified, the one explicitly configured in the chat engine in the field Workgroup associated with this transfer in the section Settings related to the Kyubo chat service will be used.

Client name provided dynamically: Dropdown input field to select the entity (either predefined by Lynn or manually created) where the client’s name will be stored. This name will be shown to the agent upon connection during the interaction.

Important

If no entity is selected, the default configured in SessionByCriteria will be used.

Entity containing the conversation ID: Dropdown field to select the name of the entity that will store the unique identifier of the interaction.

Block messages containing URLs sent by the agent: Radio button field to enable or disable blocking of messages sent by the agent that contain URLs. When enabled, such messages will not be transmitted or visible to the client.

• Yes: Messages containing URLs will be blocked.
• No: Messages containing URLs will be sent and displayed normally.

Mask URLs contained in messages sent by the agent: Radio button field to define whether, when sending a message containing a URL, it will be masked using a configured text, which can be specified in a later configuration.

Message to notify the agent that the URL was blocked: String field to enter a message shown to the agent when URL blocking is active for messages.

• Example:
  “This message cannot be sent for security reasons, as it contains an unapproved URL.”

Block messages containing URLs sent by the client: Radio button field to define whether messages from the client containing URLs should be blocked, preventing their transmission and visibility to the agent.

Mask URLs contained in messages sent by the client: Radio button field to define whether to mask URLs included in the client’s messages, preventing their transmission and visibility to the agent.

Message to notify the client that the URL was blocked: String input field to configure the automatic message sent to the client when URL blocking is enabled for their messages.

• Example:
  “For security reasons, this message has been blocked.”

Text to use for masking the URL: String field where the text that will replace the masked URL is specified. The rest of the message remains unaltered, ensuring that it is displayed as originally sent. This setting applies to the options Mask URLs contained in messages sent by the client and Mask URLs contained in messages sent by the agent.

Warning

If both masking options are enabled simultaneously and block URLs, the text configured in this field will be displayed instead of the URL.

• Example:
  Field value -> HIDDEN URL

  Dear Customer, please update your information at the following link: www.test.cl/update

  Result:
  Dear Customer, please update your information at the following link: HIDDEN URL

Calculates the interaction’s position in the queue and emits an event with that information: Radio button field. Enabling this setting allows Lynn to calculate the interaction’s position in the queue and generate an event that includes the associated context.

Note

Note that asynchronous transactions are not subject to this measurement and may yield unexpected results.

Section 2: Settings Related to the Kyubo Chat Service

Workgroup associated with this transfer: List field to select the name of the Kyubo agent workgroup to which the interaction will be transferred.

An expression to indicate the welcome message: String input field to define the expression used as the welcome message shown to the user when the interaction transfer starts.

An expression to indicate the disconnection message: String input field to define the message that will be shown to the user when a disconnection occurs. This message informs the user that the session has ended or the connection was lost.

An expression to indicate the farewell message: String input field to define the expression used as the farewell message when the session ends.

An expression to indicate the agent connection message: String input field to define the expression shown to the user when a human agent connects to the system. This message plays an important role in the customer experience because:

• It informs the user that their request will be handled by a person.
• It marks the beginning of a human-assisted conversation, differentiating it from the automated (bot) flow.

Expression to indicate the message for transfer to a workgroup: String field to define the message automatically shown to the user when their conversation is transferred to a specific workgroup (e.g., technical support, post-sales, scheduling, etc.).

This message plays a key role in the user experience by:

• Transparently informing the user that their request will be handled by a new specialized team.
• Helping manage expectations during the transfer.
• Optionally including details such as the group name, a courtesy message, or other relevant information.

Expression to indicate the message for transfer to a skill: String field to define the message automatically shown to the user when their conversation is transferred to a specific skill.

In this context, a skill represents an agent attribute required for more suitable assistance, such as:

• Language (Spanish, English, Portuguese)
• Expertise level in a specific topic
• Availability by time or location

This message is used to:

1. Inform the user that they are being redirected to an agent with the most suitable profile to resolve their request.
2. Improve the perception of personalized service.

Expression to indicate the message for transfer to an agent: String field to define the message automatically sent to the user when their interaction is assigned to a human agent from the queue.

An expression to define the qualification statement: String input field to specify the expression used by the agent to classify the interaction, reflecting the satisfaction level or process status, as applicable.

Note

Write the expression enclosed in single quotation marks.

Options used to qualify the call once finished: String input field to define the values available to qualify an interaction after it ends. These options can be selected by the agent or the user and act as a classification that summarizes the reason or outcome of the conversation.

• Example:
  • Appointment scheduling
  • Information update
  • Sale
  • Service activation

Expression to define the agent inactivity timeout (in seconds) to send a warning message: Number field (in seconds) to define the maximum agent inactivity time before a warning message is automatically sent to the user.

This value sets a wait threshold during an active conversation. If the agent does not respond within the configured time, the system will send a predefined message to inform the customer.

Note

If no value is specified, the default will be 120 seconds (2 minutes).

Expression to define the warning message for inactivity timeout: String field to enter the message that will be sent to the user when the configured inactivity time is reached.

This message should clearly inform the user that the agent has been inactive, but the conversation is still active. It can be customized according to the tone and style of the channel.

An expression to define the agent inactivity timeout (in seconds) to close the chat: Number field (in seconds) that defines the time of inactivity after which the conversation will be automatically closed if the agent does not resume the interaction.

This helps keep conversations up to date and free up resources when support is not resumed after a long period.

Note

If no value is specified, the default will be 180 seconds (3 minutes).

Expression to define the closing message due to inactivity timeout: String field to enter the final message that will be sent to the user when the conversation is closed because the maximum agent inactivity time was exceeded.

Depending on the use case, it is recommended that the message clearly and politely notifies the user of the chat closure and may include additional information such as how to resume contact if needed.

Used to map the entities to be displayed in the agent interface for each interaction: String input field to define the entities that will be shown in the agent interface. These entities provide relevant information about the customer or the session, allowing for more informed support.

Enable email handling: Radio button input field to enable or disable the handling of emails by the Kyubo application.

The script that will be displayed on the agent's desktop: Dropdown input field to select the script that will be shown to the agent when they receive an interaction transferred via a Derivation to Kyubo action. The displayed script will depend on the value selected in that action.

Section 3: Queue Behavior

Intent to execute while the interaction is in the queue: Dropdown input field to select the intent that will be automatically executed while the user's interaction remains in the queue. This is useful to keep the user informed, perform automatic actions, or proactively continue the cognitive flow while waiting for an agent.

Execution frequency: Integer input field to specify how often the selected intent in the previous field will be executed.

Section 4: Queue Timeout Settings

Queue timeout: Integer input field to enter the maximum time, in seconds, that a customer can remain in the queue. If this time elapses without the interaction being answered by an agent, it will be redirected to the intent defined in the next configuration field.

• Example: 120; corresponds to 120 seconds

Note

If no time is set in this field, the interaction will remain in the queue until it is closed due to inactivity or assigned to an available agent.

Intent to execute after queue timeout: Dropdown input field to select the name of the intent that will handle the callback. This setting allows the user to resume the session and rejoin the queue or workgroup associated with the Derivation to Call Center action.

Request user confirmation to stay in the queue or request a callback: Radio button input field to indicate whether the system should ask the user, after a certain amount of time in the queue, if they want to continue waiting or return to the self-service flow to request a callback.

Menu-type entity to be shown to the customer to confirm whether to wait or request a callback (only if confirmation is required): Dropdown input field to select the name of the entity that will be used to offer the customer the option to request a callback or stay in the queue.

Note

It is recommended that the entity be of menu type and that the customer can select their preferred option.

• Example:

  “Oops! All our agents are currently busy.”

  Option 1 Request a callback
  Option 2 Continue waiting in the queue

Menu option to keep the user in the queue when canceling the callback (only if confirmation is required): String input field to enter the menu option (linked to the selected entity in the previous field) that allows the customer to cancel the callback and choose to remain in the queue until an agent becomes available.

Message shown when the customer cancels the callback and chooses to stay in the queue: String input field to enter the message that will be shown to the customer if they choose to remain in the queue instead of requesting a callback.

Section 5: Service Level Reporting

Maximum acceptable wait time (threshold) in seconds, from the moment the customer logs in until the agent responds: Integer input field to define the acceptable time limit, in seconds, from when the customer logs into the system until an agent answers the interaction. This time includes both the period in the self-service flow and the queue time after requesting a transfer.

Note

An agent is considered to have answered the interaction when they click on it in the interaction panel, marking the start of active attention.

Maximum acceptable wait time (threshold) in seconds, from the moment the customer requests a transfer until an agent responds: Integer input field to set the acceptable time limit, in seconds, between the customer's transfer request and the agent's response. Exceeding this threshold may be interpreted as a delay in service.

Maximum acceptable wait time (threshold) in seconds, from the moment the customer requests a transfer to an agent until the first agent response: Integer input field to define the acceptable time limit, in seconds, from when the customer requests a transfer to a human agent until the agent sends the first response.

Maximum acceptable wait time (threshold) between each agent message sent to the customer: Integer input field to set the acceptable time limit, in seconds, between the timestamp of the new agent message and the timestamp of the customer's first reply after the previous agent message. Exceeding this threshold may indicate a delay or disruption in service continuity.

If you want to analyze it as a formula, it could be represented as follows:

WaitTimeAgent = Timestamp(Agent_n) - Timestamp(FirstClientMessageAfterAgent_n-1)

Where:

• Agent_n = current agent message
• Agent_n-1 = previous agent message
• FirstClientMessageAfterAgent_n-1 = first client message sent after the Agent_n-1 message

Section 6: Working Hours Configuration

Intent to execute when outside of business hours: Dropdown input field to select the name of the intent to be executed when a customer writes outside of business hours.

Calendar: Dropdown input field to select the name of the associated Calendar. This calendar contains the configuration for customer service hours, holidays, time adjustments, and more.