Table of Contents

Derivation to Call Center

Category: Call Center

Description: Extension module that allows transferring an interaction to a call center agent based on the configured chat engine and channel type.

Functionality: Use this extension module to transfer a call through a chat engine from a customer to an agent queue.

Important

This documentation has been specifically adapted for the configuration of the action Transfer Interaction to the Kyubo Chat Engine.
To view the general documentation, go to Derivation to Call Center.

Section 1: General Configurations

Chat engine to use: Dropdown field to select the chat engine through which the interaction will be handled. Since the intention is to transfer the interaction to an agent in Kyubo, it is necessary to select LYNN as the chat engine.

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

Enable sentiment analysis: Radio button input field to enable the evaluation of the customer’s dialogues using cognitive context, provided the feature is enabled. The analysis applies to each message sent by the customer. This option depends on the sentiment analysis tool, so it should not be enabled if Lynn does not have NLU.

Number of historical days to display: Dropdown input field to select the time range of conversation history to display. The range is calculated backward from the current moment and can vary between 1 and 7 days.

Important

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

List of HTML tags to remove when Lynn generates a dialogue report in Elasticsearch: String input field to define a list of HTML tags to be removed during dialogue report generation in Elasticsearch. Its purpose is to prevent agents from seeing "junk text" when the dialogue, originally formatted in HTML, is displayed on channels that do not support that type of encoding.

Dynamic Queue Entity: Dropdown field to select an entity to which the interaction will be transferred, using queues dynamically defined in the flow. It is important that the integration supports differentiated queue management aligned with the queues handled by the selected entity. If no entity is specified, the one explicitly configured in the chat engine under Workgroup associated with this transfer in the section Settings related to the LYNN chat service will be used.

Client Name provided dynamically: Dropdown input field to select the entity (preset by Lynn or manually created) in which the client’s name will be stored. This name will be shown to the agent when the connection is established during the interaction.

Important

If no entity is selected, the one configured by default 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 the blocking of messages sent by the agent that include 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 in messages sent by the agent: Radio button field to define whether a URL included in an agent’s message will be masked with a configured text, which can be specified in a later setting.

Message to indicate to the agent that the URL was blocked: String field to enter the message that will be shown to the agent when URL blocking is activated for messages.

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

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

Mask URLs in messages sent by the customer: Radio button field to define whether URLs included in the customer's messages should be masked, preventing their transmission and visibility to the agent.

Message to indicate to the customer that the URL was blocked: String input field to configure the automatic message sent to the customer when a message containing a URL is blocked.

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

Text to use to mask the URL: String field where the text to replace the masked URL is specified. The rest of the message remains unchanged, ensuring it is displayed as sent. This setting applies to both Mask URLs in messages sent by the customer and Mask URLs in messages sent by the agent.

Warning

If both masking options are enabled at the same time and URLs are blocked, the configured text in this field will be shown instead of the URL.

  • Example:
    Field value → HIDDEN URL

    Dear customer, I invite you to update your data at the following link: www.test.cl/update

    Result:
    Dear customer, I invite you to update your data at the following link: HIDDEN URL

Calculates the interaction's queue position 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 including the related context.

Note

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

Section 2: Nexmo Environment Configuration for Video Support

Note

This configuration section is not required if the interaction will be transferred to the Kyubo chat engine.

The following configurations must be set up in the Vonage environment by creating an account at: https://tokbox.com/account/user/signup

This allows the incorporation of video activation or video channels into chat transactions by sending a room connection URL to both participants in the conversation.

Nexmo TokBox API Key: String field to enter the public authentication key provided by Nexmo TokBox (currently Vonage Video API). This key is required to allow the platform to securely connect to the video call services offered by TokBox.

Nexmo TokBox API Secret: String field to enter the confidential value associated with the API key. This secret is used to sign and validate requests sent to the Nexmo TokBox service, ensuring they originate from an authorized source.

Section 3: Queue Behavior

Intent to execute while the interaction is in the queue: Dropdown field that allows selecting the intent to be automatically executed while the user's interaction remains in the queue. This functionality is useful to keep the user informed, perform automated actions, or proactively continue the cognitive flow while waiting to be attended.

Execution frequency: Integer field that defines how often the intent selected in the previous field will be executed.

Section 4: Queue Timeout Configuration

Queue timeout: Integer input field to enter the maximum time, in seconds, that a customer can remain in the queue. If this time passes and the interaction has not been attended 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 defined in this field, the interaction will remain in the queue until it is either closed due to inactivity or assigned to an available agent.

Intent for callback after queue timeout: Dropdown input field to select the name of the intent that will handle the callback process. This configuration allows the user to resume the call within the same session, re-entering the flow to rejoin the queue or workgroup associated with the Derivation to Call Center action.

Ask for customer confirmation to stay in queue or request 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 wish to continue waiting for an agent 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 remain in the queue.

Note

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

  • Example:

    “Oops! Our agents are currently busy.”

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

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

Message to display when the customer chooses to cancel the callback and remain in the queue: This field should contain the message that will be shown when the customer exceeds the maximum wait time and decides not to request a callback.

  • Example:
    “The wait time is longer than usual, we will assist you shortly.”

Workgroup associated with this transfer: Dropdown field that allows selecting the name of the Kyubo agent workgroup to which the interaction will be transferred.

Important

The workgroup must be previously created in Kyubo.

An expression to indicate the welcome message: String input field to define the welcome message that will be displayed to the user when the interaction transfer begins.

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 that the connection was lost.

An expression to indicate the farewell message: String input field to define the expression used as a 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, as it:

  • Informs the user that a human will handle their request.
  • Marks the start of a human-assisted conversation, differentiating it from the automated (bot) flow.

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

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

  • Transparently informing that their request will be handled by a 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 input field to define the message that will be automatically displayed to the user when their conversation is transferred to a specific skill.

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

  • Language (Spanish, English, Portuguese).
  • Expertise level in a specific topic.
  • Availability by schedule or region.

This message is used to:

  1. Inform the user they are being redirected to the most suitable agent to handle their request.
  2. Improve the perception of personalized support.

Expression to indicate the message for transfer to an agent: String input 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 once it ends. These options can be selected by the agent or the user and serve as a classification that summarizes the purpose 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 waiting threshold during an active conversation. If the agent does not respond within the configured time, the system sends a predefined message to keep the client informed.

Note

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

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

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

An expression to define the agent inactivity timeout in seconds to close the chat: Number field (in seconds) to define the inactivity time 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 the session is not resumed after a prolonged time.

Note

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

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

Depending on the use case, this message should clearly and politely notify the user of the chat closure and may include information on how to resume contact if needed.

Used to map entities to be displayed on the agent interface for each interaction: String input field to define the entities to be shown on the agent's interface. These entities provide relevant information about the customer or session, enabling more informed support.

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

The script to be displayed on the agent 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 depends on the value selected in that action.

Section 6: Working Hours Configuration

This section displays all days of the week (Monday to Sunday) along with their corresponding time settings.

Note

Each configuration is applied recurrently to the same day of the week it was defined for.

Is it a working day?: Radio button field to define whether the selected day is a working day, i.e., if agent support will be available.

Start time: Date field to select the time when the agents' workday begins. From this time onward, transfers to agents can occur.

End time: Date field to select the time when the agents' workday ends. After this time, no further transfers to agents will be made.

Out-of-hours message: String input field to enter the message that will be displayed to customers if they request assistance outside of working hours.

Intent to execute when outside working hours: Dropdown input field to select the intent that will be automatically executed if a customer writes outside of service hours.

Important

This documentation has been specifically adapted for the configuration of the action Transfer interaction to Kyubo chat engine.
To view the general documentation, refer to Derivation to Call Center.