Routing rules dictate which chat queue or agent is assigned a ticket when a customer reaches out and a new ticket is created. These rules are configured within the Cloudfon CX Control Panel and ensure that tickets are immediately routed to the person best suited to handle the request.
These tickets can be seen by setting up a View on Agent Console. For example, an agent can create a View to filter tickets belonging to a specific queue.
With advanced routing rules, management does not have to allocate tickets to agents – instead, those assignments can be made automatically based on pre-determined rules.
...
b. Turn on the Enable toggle key and give the rule a Name.
...
c. Define the Logical Expression and the Conditions for the rule to trigger.
...
Note: The priority of the ticket is displayed on the Agent Console. By default, a ticket is assigned with a Normal priority.
A new custom rule has been created. You can create and manage additional routing rules. Notice that you can set the order of precedence for the routing rules.
If a ticket fails to be routed based on any custom rules, you can assign them to a default queue.
...
Click Save.
Congratulations, you have successfully created new routing rules. It will be automatically routed to the queues you choose.