Table of Contents

Derivation to Kyubo

Category: Call Center

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

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

General Settings

Enable context transfer: Select input field to decide whether the agent will receive the customer's conversation history and context before being routed to the queue, including messages coming from channel context.

Enable sentiment analysis: Select input field to activate the evaluation of customer dialogues using cognitive context, provided the functionality is enabled. The evaluation is applied to each message sent by the customer. This option depends on the sentiment analysis tool, so if NLU is not available in Lynn, it should not be enabled.

Number of historical days to display: List input field to select the time range for displaying conversation history. This period is applied from the current moment up to the selected limit, which can vary between 1 and 7 days.

[!IMPORTANT] The number of historical days to display has a limit of 100 dialogues. In Lynn, other elements may limit the number of messages in the chat engines, depending on their policies or the length of those 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 when generating dialogue reports in Elasticsearch. Its purpose is to prevent the agent from seeing "garbage text" when the dialogue content, originally designed in HTML, is displayed in channels that do not support such encoding.

Example: Dialogue configuration

    Through our Customer Service forms, enter 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, enter 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, enter here
<br>

&#128073 https://www.xxxxx.cl/prueba/formulario-de-sugerencias-felicitaciones <br>

to properly manage your request.

Applying the tag removal list (e.g., <br>, <br>):

Through our Customer Service forms, enter here

👉 https://www.xxxxx.cl/prueba/formulario-de-sugerencias-felicitaciones

to properly manage your request.

Dynamic queue entity: List input field to select an entity to which the transfer will be made toward queues dynamically provided in the flow. Keep in mind that the integration must be able to handle differentiated queues, linked to those managed dynamically by that entity. If this entity is not provided, the one explicitly configured in the chat engine will be considered.

Dynamically provided client name: List input field to select the entity (default by Lynn or manually created) where the client's name will be stored and shown to the agent at the time of connection during the interaction.

Important

If omitted, the configured default SessionByCriteria will be used.

Conversation ID: List input field to select an entity that will contain the ID that uniquely identifies this interaction.

Block messages containing URLs sent by the agent: Select input field to configure URL blocking in messages sent by an agent, preventing their transmission and visualization by the client.

Mask URLs in messages sent by the agent: Select input field to define whether messages containing URLs will be masked using a configured text, which can be specified later.

Message to inform the agent that the URL was blocked: String input field to enter a message that will be shown to the agent when URL blocking is activated in messages.

Example:
“This message cannot be sent for security reasons, as it contains a non-approved URL.”

Block messages containing URLs sent by the client: Select input field to configure URL blocking in messages sent by the client, preventing their transmission and visualization by the agent.

Mask URLs in messages sent by the client: Select input field to enable or disable masking of URLs in messages sent by the client. If enabled, URLs will be replaced with a previously defined configurable text.

Message to inform the client that the URL was blocked: String input field to configure the automatic message sent to the client when URL blocking is active.

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

Text to be used for masking the URL: String input field to specify the text that will replace the masked URL. The rest of the message will remain unchanged to ensure proper display. This setting applies to both Mask URLs in messages sent by the client and Mask URLs in messages sent by the agent.

If both client and agent masking options are enabled and URLs are blocked, the configured masking text will be displayed instead of the URL.

  • Example: Field value -> HIDDEN URL
    Dear Client, please update your information at: www.test.cl/actualiza

  • Result:
    Dear Client, please update your information at: HIDDEN URL

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

Note

Asynchronous transactions are not subject to this measurement and may yield unexpected results.

Kyubo Chat Service Settings

Workgroup for this transfer: A list input to select the Kyubo agent group to which the interaction will be transferred.

Expression for welcome message: A String input to define the welcome message shown to users when the interaction is transferred.

Expression for disconnection message: A String input shown when the session ends or the connection is lost.

Expression for farewell message: A String input for the closing message shown at the end of the session.

Expression for agent connection message: A String input shown to the user when a human agent connects. This message:

  • Informs the user a human will assist them.
  • Marks the start of assisted service, separate from the bot.

Expression for transfer to workgroup message: A String input shown to the user when their interaction is transferred to a specific workgroup (e.g., technical support, scheduling).

Purpose:

  • Inform the user transparently that their request is being handled by a specialized team.
  • Manage expectations during transfer.
  • Optionally include group name or courtesy message.

Expression for transfer to skill message: A String input shown when an interaction is routed to a skill-specific agent.

Examples of skills:

  • Language (Spanish, English, Portuguese)
  • Expertise level
  • Regional or time zone availability

Used to:

  1. Notify that the user is being routed to a more suitable agent.
  2. Improve the perception of personalized service.

Expression for transfer to agent message: A String input shown to the user when their interaction is assigned to an agent.

Expression for classification statement: A string input for the phrase used by the agent to classify the interaction (e.g., satisfaction, outcome level).

Note

Wrap the expression in single quotes.

Options for post-call classification: A String input to define values to classify an interaction after it ends, either by the agent or user.

Examples:

  • Appointment scheduling
  • Information update
  • Sale
  • Service activation

Expression for idle timeout warning (in seconds): A Number input to set the time an agent can be inactive before a warning message is sent to the user.

Note

Default is 120 seconds if not specified.

Expression for idle warning message: A String input for the message sent to the user when the agent has been inactive for too long.

Expression for idle timeout to close chat (in seconds): A Number input to define the time after which the chat closes due to agent inactivity.

Note

Default is 180 seconds if not specified.

Expression for idle timeout closure message: A String input for the message sent to the user when the chat is closed due to agent inactivity.

Define entities displayed in agent interface per interaction: A String input to configure which entities are shown in the agent's interface. These contain relevant customer or session data.

Enable email handling: A Select input to enable or disable email handling by the Kyubo application.

Script shown in agent desktop: A Dropdown List to select the script shown to the agent when receiving an interaction via Derivation to Kyubo. The script shown is based on the selected value.

Queue Behavior

Intent to execute while waiting in queue: A Dropdown List to select the intent executed while the user waits in queue. Useful for keeping the user informed or continuing the flow proactively.

Execution frequency: An Integer input for how often the selected intent is executed while in queue.

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 handled by an agent, it will be redirected to the intent defined in the next configuration field.

  • Example: 120 means 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.

Callback intention activated after queue wait time is exceeded: Dropdown list input field to select the name of the intent that will handle the callback. 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.

Request customer confirmation to stay in queue or receive a callback: Select input field to indicate whether the system should ask the user—after a certain time in the queue—if they want to continue waiting to be assisted by an agent or prefer to return to the self-service flow to request a callback.

A menu entity presented to the customer to confirm whether to wait or request a callback (only if required): A Dropdown List to select the menu-type entity used to offer the callback or continue waiting.

Note

Menu-type entities are recommended to let users choose.

Example:

“Oops! All agents are currently busy”

Value 1 — Request callback
Value 2 — Continue waiting

Option to cancel callback and stay in queue (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 becomes available.

Message when user cancels callback and remains in queue: A String input for the message shown when the user opts to remain in the queue.

Service Level Reports

Max acceptable wait time (in seconds) from session start to agent response: An Integer input defining the acceptable wait time between session start and agent reply. This includes time in self-service and queue.

Note

"Agent response" is the moment the agent clicks the interaction in the panel.

Max acceptable wait time (in seconds) from routing request to agent response: An Integer input for the acceptable wait time between routing request and agent reply.

Max acceptable wait time (in seconds) from routing request to agent’s first message: An Integer input defining the max wait time between routing request and agent's first message.

Max acceptable wait time (in seconds) between agent and client messages: An Integer input for the time allowed between agent’s new message and the client’s reply after the previous message.

Formula:

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

Where:

  • Agent_n: current agent message
  • Agent_n-1: previous agent message
  • FirstClientMessageAfterAgent_n-1: client message following Agent_n-1

Working Hours Configuration

Intent to execute outside of working hours: A Dropdown List to select the intent executed when a user interacts outside business hours.

Calendar: A Dropdown List to select the Calendar containing working hours, holidays, and exceptions.