Creating Case

Create a rule for routing

When a customer initiates the video call, the case could be either already be

1. Assigned to an agent

2. Unassigned/Assigned to bot

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If the case is assigned to an agent when a video call is initiated, the routing logic should be that the video call should be assigned to the same agent. For this:

1. Create an on-demand, queue rule as follows:

   Here account refers to your Live chat account

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If the case is Unassigned/Assigned to bot at the time video call is initiated, the routing logic should be that the video call should be assigned to a work queue. For this:

1. Create a skill based work queue. You can also create a normal work queue, but a skill based queue is recommended to have better control over who is being assigned the video call task. To setup a skill based work queue,
   Add a skill named ‘Video Chat’ or something similar for video calls

2. Create an on demand, queue rule as follows.

Here account refers to your Live chat account. Work queue is the skills based work queue created. ‘Video Chat’ is the skill created in the skill based work queue

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Setup Case Maker

1. Give case maker permission to your user:



If you are not able to see this permission, please reach out to support to make sure you have the required configurations setup for Video call feature usage

2. Open the case maker console. Please replace space.sprinklr with your corresponding url
   https://space.sprinklr.com/case/case-maker​

3. Create a new case maker rule and add the following configuration

   • Under queue rule add the on demand, queue rule you have created in "Create a rule for routing" section above

   • In message condition, add the Live chat account name and the message type. This will ensure that ONLY video call related messages for coming from the live chat account pass through the queue rule
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   • In “Associate a message to the same case”, put this​:

4. Click ‘Save’

Unassign Video Capacity

After the video call conversation has ended, the agent capacity can be freed up automically to recieve new video calls or they need to manually unassign their video capacity to take new video calls.

If you want to unassign video capacity automatically, please reach out to support to make sure the required configuration has been enabled

For manual unassignement, you need to create a macro. This macro has the action of ‘Unassign Video Task’ so that the agent’s capacity is unblocked for the next video call. You can either create a new macro containing the below action and ask agents to apply it after video call ends OR incorporate the below action in any macro the agent mandatorily has to apply on a case after the video call task macro.

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