Routing rules dictate which department 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 department.
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.
For example, if you have different email boxes for your Support and Sales team, but you want to manage both using Cloudfon CX, you can configure routing rules for the messages sent to the Sales inbox to assign to the Sales team and vice versa automatically.
Note：If you want to use the Routing Rules function, you need to enable Auto Distribution at the same time.
Step by Step Instructions
Log in to your Cloudfon Contact Center Control Panel.
From the left navigation menu, go to Inbox > Settings > Routing Rules.
On the Routing Rules page, turn ON the toggle key.
If you choose to Route tickets to a specific department or agent, do the following:
a. Click Add icon.
b. turn on the Enable toggle key.
c. Input a Name.
d. Choose a Queue as the default assignee with a priority level.
Note: The priority of the ticket is displayed on the Agent Console. By default, a ticket is assigned with a Normal priority.
e. Click 'Save'.
If you choose to Route tickets based on custom rules, do the following:
a. Click Add to access custom rules.On the New Rule drawer, define the rule parameters for ticket routing.
b. Give the rule a Name and turn on the Enable toggle key.
c. Define the Logical Expression and Conditions for the rule to trigger. Various conditions are available, such as Channel, Channel accounts.
d. Choose to route tickets to the Queue with their priority level.
e. Click Save.
Note: The priority of the ticket is displayed on the Cloudfon Contact Center Agent Console. By default, a ticket is assigned with a Normal priority.