Chat skills-based routing FAQ

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5 Comments

  • CJ Johnson

    The article mentions:

    • Auto-escalation: You normally distribute chats to front-line agents, but when they are away or busy you want the chats to be escalated.

     

    But there are no examples of how to achieve this. How can I ensure a chat is escalated to a specific set of agents, and not randomly assigned to an online person in another department, if no agents from that department or skill are available? 

    0
  • Dean Kenny

    Hi CJ,

     

    In most cases, we recommend setting the department first. After the chat is assigned the correct department, then assigning skills to the chat that will help the chat route to the correctly skilled agents in the correct department.

    If the agent with the required skill is not available and the assignment times-out, the chat will be routed to another agent in the department. 

     

    Hope that helps,

    Dean

    -1
  • CJ Johnson

    Hi Dean, 

    It doesn't, unfortunately. I really need the example given in the article, where if an entire department like front line is busy, the issue is escalated to a specific, different department. How can I achieve that? 

    0
  • Dean Kenny

    Hi CJ,

    Thanks for clarifying, I understand what you are trying to achieve now!

    Unfortunately, re-routing to different departments is not possible with skills-based routing. This is beneficial for use-cases where certain chats within a department need to be prioritised to specific agents.

    For your use case, it might be best to look at creating a bot via the Chat Conversations API. In theory, a bot can use the real-time API to look at the queue size of a particular department and route to another department if the queue is above a certain threshold. 

    Thanks,

    Dean

    -1
  • CJ Johnson

    The article explicitly states "

    • Auto-escalation: You normally distribute chats to front-line agents, but when they are away or busy you want the chats to be escalated." 

    What is the article referring to, and how can I achieve that? How can I automatically escalate chats when the front-line agents are away or busy? 

    0

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