Digital Experience uses digital skills and scripts to determine which agent or skill to route contacts
The person interacting with an agent, IVR, or bot in your contact center. to. You can create custom digital scripts in Studio to determine how a contact is routed in CXone Mpower. You can also use Workflow Automation (WFA) to create rules for how contacts are routed. Studio and WFA work together to route digital contacts. WFA rules run independent of Studio scripts. You can use scripts and WFA rules together to customize the handling of digital contacts.
Prior to the Summer 2023 release, digital contacts were primarily routed using Digital Experience routing queues. Routing queues are still used to route outbound interactions. You can continue to access and manage existing routing queues for inbound messaging, but these should be migrated to ACD skills.
Inbound Digital Interactions
Outbound digital routing relies on digital skills and Studio scripts. When a point of contact receives an inbound message, the assigned Studio script launches immediately to route the contact appropriately.
Outbound Digital Interactions
Outbound digital routing relies on routing queues and workflow automation (WFA) rules. Outbound interactions are not routed by Studio scripts and digital skills Used to automate delivery of interactions based on agent skills, abilities, and knowledge., even if a Studio script is assigned to a point of contact.
You can create outbound digital skills. However, you must also create a WFA rule and assign a digital skill to the interaction as part of the rule. This ensures that when the contact replies, the message is routed to an agent. Replies are not routed to agents without a WFA rule that assigns a skill to the interaction.