Pexip Engage ensures the customer is routed to the most relevant agent for a meeting. Agents can specify their language skills on their profiles. When scheduling, if the customer’s language matches an agent’s skills, they’ll be prioritized.
If no language match is found, we’ll still connect your customer with the most qualified agent available, regardless of language.
How it works and setup
Enabling the feature
The agent language filter feature is enabled at the enterprise level, allowing your organization to decide its importance:
- Strict: Enabling this feature as a strict requirement ensures agents have matching language skills to the customer booking the appointment. Agents without matching language skills are not considered as schedulable in this mode.
- Hint: Alternatively, you can set the filter feature as a hint, where agents with matching languages are preferred but not mandatory.
Managing these settings is done by an administrator in the backoffice.
Managing the agent language skills
Agents can choose their supported languages from a list of language based on your organization’s enabled languages. Management is done on the employee detail under the language expertise tab.
Agents can select as many or as few languages as they’re comfortable supporting.
Agents can manage their own language skills, or this can be done by their office manager or an administrator.
Detecting the customer language
- Browser Settings: By default, the customer’s language is determined by their browser settings.
- Known Customer or Plugin Context: If a customer’s language is known or set through the plugin context, that preference takes priority.
Requesting schedulable resources with language filter
Requesting the schedulable resources is done by adding the employee-language query parameter to a schedulable resource request. Whenever the parameter is added, the results are filtered according to the setting defined on the enterprise level.
- Strict: The results will only include combinations of resources that can be scheduled and have an employee who speaks the required language. If no such employees are available, the request will return an empty result set.
- Hint: The query parameter specifying a language skill acts as a filter. If matching employees are found, only those will be returned. Otherwise, the results will be the same as for a request without a employee-languages filter.
The language expertise feature acts as a scheduling filter, not an availability filter. This means it does not change slot-level availability in the timetable. The employees are filtered before the timetable.