2.4.6 Routing Rules Setup
- SUPPORT
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.
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 9.1.2 Chat 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.
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.
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.
Go to Web Chat > Routing Rules.
Choose to Route visitors based on custom rules.
Click Add icon to add a new custom rules.
In Add Rule page, enter a name for the Rule Name.
Turn on the Enable toggle key to enable this rule.
Define the Logical Expression, you can use meet all, meet any, or use logic expression to trigger rules.
If you select “use logic expression” to set routing rules, please note：
Conditions need to be added before input expression, otherwise the system will prompt “Invalid logical expression.”
The parentheses must come in pairs and be written as half-width.
Or, And are not case sensitive. Space should be added before and after.
The precedence of logical operators in order from highest to lowest is: (), And, Or.
The number used in the expression must exist in the identifier number list.
If you have 5 conditions, you can use Expression like (1 or 2 or 3) and (4 and 5). This expression means the rule will be triggered when any of the 1 to 3 conditions is met as well as condition 4 and condition 5 are met. The number here is the condition identifier number.
Click + Add a Condition to add a Condition for the rule to trigger.
Choose a Chat Queue as the default assignee.
(Optional) Choose a skill queue to make the visitor assign to a more suitable agent.
Set a priority for the rule.
Queued chats with a higher priority are distributed before those with a lower setting. When priority is the same for multiple chats in the queue, chats will be distributed sequentially based on the time they entered the queue. By default, each chat request is assigned with the Normal priority.
Click Save, the Add Rule page will be closed automatically, the new custom rule will be displayed in the custom rules list.
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.
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.
Enable/Disable: Turn on / off the “Enable” button to enable / disable the custom rule. If you disable a rule, chats will no longer trigger this rule. If you enable the rule again, chats will continue to trigger this rule.
Edit: Click on the “Edit” icon to open the edition window for editing the rule.
Delete: Click on the “Delete” icon to open a confirmation window for deleting the rule. Click on “Delete” button to delete the rule, or click on “Cancel” to cancel the deletion.
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.