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The Routing Rules feature allows you to efficiently route visitors to designated departments or agents based on visitor location, source, navigation history, and other system fields. Under the Routing Rule, visitors will be assigned to the corresponding agents according to the route. If the corresponding agents are offline, visitors will be assigned to other online agents randomly or offline messages. |
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Routing Rules Setup
Prerequisites
To use the Routing Rules function, you need to enable Auto Distribution for the destination chat queue the same time, you can find more details about Auto Distribution https://cloudfon.atlassian.net/wiki/spaces/CX/pages/49414405/9.1.2+Queue+Management#Auto-Distribution.
Setup Basic Routing Rule
Go to your system
CloudCX installation domain, and log in with the admin account.From the left navigation menu, go to Omni Widget > My Widget. Select a Widget from the My Widget drop-down list.
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Go to Web Chat > Routing Rules.
Choose to Route visitors to a specific chat queue.
Choose a Chat Queue as the default assignee.
(Optional) Choose a skill queue to make the visitor assign to a more suitable agent.
Click Save.
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Setup Custom Routing Rule
Step-by-Step Instructions
Go to your system
CloudCX installation domain, and log in with the admin account.From the left navigation menu, go to Omni Widget > My Widget. Select a Widget from the My Widget drop-down list.
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If a visitor fails to be routed based on any custom rules, you can assign them to a default chat queue or route them to Offline Message.
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Click Save.
Manage Custom Routing Rules
Set Rule's Order: You can set the order of precedence for the custom rules by dragging and dropping in the custom rules list.
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Note: In the Route chats based on custom rules, when you delete custom rules, keep at least one custom rule before you click Save. Otherwise, you can not save. Or, switch the tab to Route visitors to a specific chat queue, then click Save. |
Understanding Chat Routing Scenarios
Route Chats to Account Managers
As a large enterprise, assigning dedicated account managers is a great way of making sure your customers receive the individualized service they need and deserve.
Route Chats by Support Tiers
The system helps you route chat requests to the appropriate queues based upon support tiers, customer priority, and/or escalation issues, thus making sure that customers can get quick and accurate responses for questions of different importance.
Route Chats by Geographic Location
You can route chat requests from various geographic locations to specific chat agents or departments to ensure that customers from different areas can receive specialized services from operators with the required skills.
Route Chats by Skill Groups
You may also need to route chats to various queues based on skill groups. This way, your customers can receive professional services and get their problems solved as quickly as possible.