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Configuring chat and messaging routing

Updated on March 25, 2020

When a new chat request enters the queue, the queue processor calls the routing API, which routes the request that is present in the queue to a qualified customer service representative (CSR). You can prioritize routing by workload or skill level. The routing engine prioritizes the work based on your specification.

  1. In the navigation pane of App Studio, click SettingsChat and messaging.
  2. In the list of chat and messaging settings, click Routing.
  3. To prioritize the routing condition for incoming conversations based on the customer service representative (CSR) skill level or occupancy status, select one of the following options in the Routing to CSRs section.
    • If you want to route the incoming conversation to the CSR who is least occupied, select Prioritize routing by CSR workload (route conversations to least active CSR). Selecting the option routes new requests to CSRs who have fewer active chats, for example, a CSR who has one active chat receives the request before a CSR who has two chats.
    • If you want to route the incoming conversation to the CSR who is highly skilled to work on the request, select Prioritize routing by CSR skill level (route conversations to most skilled CSR)Selecting this option routes the new requests to CSRs who have a higher skill level over a CSR who has a lower skill level. The routing engine combines the skill values of the CSRs for each required skill and prioritizes the CSR with the highest score.
  4. To determine how CSRs interact with conversation request assignments, configure the settings in the Global Concurrency Limit & Conditional Screenpop Behaviors section.
    1. In the Max number of concurrent conversations allowed per CSR field, enter the maximum number of conversations that a CSR is allowed to accept at one time.
      Note: From the App Studio People page (UsersPeople), you can override this value for individual CSR operators.
    2. To prevent the next CSR from declining an conversation assignment request after the first CSR declines it, select the A new interaction can only be declined once check box.
      The Decline button on the new assignment screenpop becomes inactive after the first CSR declines the request. If there are no other CSRs in the queue except CSR1, the request is routed to CSR1 again, but with an inactive Decline button.
    3. To prevent the CSRs from declining the invite when a queue’s occupancy level is red or reaches 80%, select the Remove the ability to decline when the queue is busy check box.
      The Decline button on the assignment request screenpop becomes inactive after the queue occupancy reaches 80% and the tooltip on the button indicates why the button is inactive.
    4. To make the CSR unavailable in all the queues they are logged into after an assignment screenpop expires for them, select the If a CSR misses a screenpop, make them unavailable check box.
      After becoming unavailable, the CSR then receives the following notification: You have been made unavailable due to the expiry of an assignment screen pop.
  5. To define the frequency for assigning a conversation to each CSR, enter the time in the Staggering interval in seconds field.
    For example: If you enter 5 seconds, the routing engine uses a five-second interval between assigning chat requests to a particular CSR.
  6. To add a routing conditions for the queue, click Add routing condition in the Intelligent routing section, and then configure the condition.
  7. To ensure routing of incoming requests to the work queues, the Action list is auto populated with the Route to work queue value.
  8. To route the service requests to a particular queue, enter a queue name in the Value field.
    For example: Billing
  9. In the When section, define the criteria for the routing action.
    1. In the first field, select the criterion type: Selected queue, Language, or Source channel.
    2. In the second field, select a comparator.
      For example: is equal.
    3. In the last field, select a value for the selected criterion type.
      For example: If the criterion type is Selected queue, select a queue.
    4. If the criteria requires additional conditions, click the Add a condition icon.
  10. Click Save.

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