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Add New Queue
Log in to your Cloudfon CX control panel.
From the left navigation menu, go to People > Chat Queue.
Click Add.
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Now you have successfully created a queue.
Set Queue Auto Distribution
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WebChat Auto Distribution
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Available in Omnichannel Widget: When selected, the queue appears as an option in Web Chat configurations such auto distribution rules. |
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CloudFon CX web chat supports auto distribution which allows you to distribute chats to the agent you want automatically. The advanced rule-based auto distribution allows you to distribute chats to the most suitable agent using a combination of basic distribution rules, preference rules, and backup rules. |
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Basic WebChat Distribution Rules Basic Chat Distribution Rules define how chat requests are distributed to agents within a departmentqueue. Basic distribution rules include Load Balancing, Round Robin, and Capability Weighted, Preference and Backup rule.
Note: Auto Distribution distribute chats to online agents who have not reached their maximum number of concurrent chats. Chats are not distributed to agents in Away or Offline statuses.
Load Balancing
Load Balancing distributes chats to the agent who has the least number of concurrent chats. This balances the workload among each agent and prevents that one agent from being overwhelmed by too many chats.
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Note: Getting offline and online again resets the idle time and last allocation time. If agents change their status to Offline or Away and then get online again, chats are auto-distributed according to the latest time when they get online.
Round Robin
Round Robin distributes chats to agents in the sequence of time when they get online. This ensures equal chatting opportunities for all your agents, which is especially useful to sales teams who need equal opportunities to close deals.
Agents who have reached their maximum concurrent chat number are skipped.
The distribution order remains the same if an agent gets Away or offline.
If a new agent joins after auto-distribution starts, the sequence of the agent is after current round of distribution completes. For example, Agent A, B, C gets online in time order, Agent A gets distributed a chat, and Agent D joins, then Agent D will be allocated after current round completes (ended by Agent A), and the sequence becomes B > C > A > D.
Capability Weighted
Capability Weighted distributes chats to agents with the lowest capacity utilization ratio. Agent’s capacity utilization ratio = Ongoing chat number / maximum concurrent chat number. Capability Weighted allows you to distribute more chats to agents with higher chat capability.
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If they are both taking chats, the chat goes to the agent whose last allocation time was earlier.
If neither of them are taking chats, then the chat goes to the agent who has longest idle time. For agents who have been assigned a chat, the idle time starts from when they ended last chat; for agents who have not been assigned a chat, the idle time starts from when they get online.
Preference Rule
You can enable Last Chatted Agent Preferred for each departmentqueue. When enabled, the chat goes to the agent who has chatted with the visitor if the agent is online and has not reached the maximum chat number. The preference rule helps you provide a more personalized service and increases chat efficiency.
Note:
The preference rule does not change the basic distribution rule.
CloudFon CX identifies the visitor based on the browser cookies. If the visitor changes the browser or clears the cookie, the system deems the visitor as a new one.
Backup Rule
You can choose a backup department queue for routing to each departmentqueue. Chats can be distributed to agents in the backup department queue when all the agents in the original department queue are offline or have reached their maximum chat number. The backup rule allows you to deliver nonstop customer service in special occasions, for example, when the sales department queue is overwhelmed by visitors in peak seasons, you can set your support team as the backup to balance the workload.
Note:
When all the agents in the original department queue are offline, and agents in the backup department queue are online, the chat button appears online to visitors.
In Web Chat reports, chats taken by agents in the backup department queue are counted to the original departmentqueue.
Inbox Auto Distribution
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Available in Inbox: When selected, the queue appears as an option in Inbox configurations such as auto distribution rules. |
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Auto Distribution in Ticketing & Messaging enables you to auto distribute tickets to agents to make sure the workload is distributed optimally. Once tickets are auto-distributed, agents do not need to pick up tickets manually. You can define distribution rules of how tickets are assigned to agents and the maximum tickets an agent can accept automatically. |
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How does Auto Distribution work?
Auto distribution happens only on newly created tickets. If the same ticket needs to be allocated to another agent, then you can do it manually.
Tickets are auto distributed to agents who have logged in to the CloudFon CX Agent Console. By default, the system distributes tickets to online agents only. You can change the settings to distribute tickets to agents in Away or any custom away statuses.
Once tickets are distributed before the distribution rule is set up, they cannot be auto-distributed again irrespective of the ticket's status. Only agents who have the permission can manually assign those tickets to the agent or re-assign them to another agent.
Each ticket can only be auto-distributed once. If you manually change an auto-distributed ticket's assignee to Unassigned, it cannot be auto-distributed again.
Note: Tickets enter a queue waiting to be distributed when all of your team members are offline. If you manually assign a ticket to an agent and change the assignee back to Unassigned during this period, the ticket can be auto distributed after agents get online. This is because the ticket has not been auto distributed and does not have an assignee.
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The agent can also view Real Time and Volume report by Agent under Reporting > Inbox from the CloudFon CX Control Panel to view the number of unassigned and allocated tickets for each agent.
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Note: Distribution and Views in the Agent Console are different features. The distribution automatically assigns the tickets to agents, whereas you create Views for Assigned Agents.
How can agents manage their tickets during shifts?
In some cases, agents work in shifts. They continue to get applicable tickets as per their maximum ticket capacity during their shift. When they log out, no new tickets are auto distributed to them.
For tickets that require Urgent or High priority resolution, agents can manually allocate the currently assigned tickets to someone available in the shift to have a quicker response time and higher customer satisfaction.
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What happens if all agents go offline?
If all agents go Offline at a given time, New tickets will be auto distributed after agents log in. There is no time lag for the allocated tickets to push out to agents. As long as new tickets and agents do not reach their maximum ticket count, the ticket will be auto-pushed out to the logged-in agent. When all agents reach their capacity, then New tickets will be in a ticket queue waiting to be allocated.
Note: You can also manually allocate tickets regardless of the agent's status.
Auto Distribution Rules
CloudFon CX Inbox follow two three types of auto distribution rules—Load Balancing and , Round Robin and Keep Chat Queue As Assignee. Load balancing distributes tickets to the least loaded agent with lowest capacity utilization rate, while Round Robin allocates tickets to agents one after the other based on the order they get online.
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And Keep Chat Queue As Assignee distributes tickets to the chat queue and won't be allocated to agents.
(1) In the Auto Distribution Method section, you can do the following:
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Select the Auto Distribution Rule for each Department or your account if you haven't set up the Department yet.
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turn on the toggle key if you prefer assigning the tickets to their last assignee.
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Select the Auto Distribution Rule for the Default Distribution Method. When tickets are not assigned to any department, the ticket will be auto distributed to agents based on the Default rule.
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(2) In the Maximum Number of Auto-Assigned Tickets section, you can do one of the following:
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Set the maximum number of auto-assigned tickets for each agent. You can filter the agents by departmentqueue.
Turn off the toggle key if you do not want to auto-assign tickets to an individual agent.
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(5) Click Save.
Congratulations, you have successfully set up Auto Distribution. Your tickets will be automatically assigned to the agents.
Office Hours of Queue
a. You can choose to default to the office hour set in the global setting, or you can reset a new one for the current queue.
By default, office hour default by global settings.
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a. Select the Default by specific settings
Office hours with specific settings has higher priority than global setting.
b. Select your Time Zone.
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