Chat Skill Routing - No match -> Automatic Ticket

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8 Comments

  • Prakruti Hindia
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    Hi Tobias,

    Thank you for writing in. For now, I would suggest-

    • create departments - Support - English, Support - Italian and so on instead of skills. Operating hours can be configured for individual departments. As a result, you would be able to provide correct messaging to your customers using Triggers/Offline form.
    • or, maybe enable Google Translate in Chat Panel and allow your other agents to respond to those chats if your Italian agents are unavailable. 

    Thank you for the feedback. We will consider it for future enhancements in routing. It is not part of our roadmap for 2018. 

    - Prakruti

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  • Tobias Hermanns
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    Hi Prakruti,

    due to KPI internally, we need assign Chats / Missed Chats / Tickets to the exact teams.

    So Translate will not help here, we need have load to right teams.

    Departments is a workaround yes, but can you share to me how we can combine that with Helpcenter.

    Language choose "Italy" only "Support - Italian" will be possible to choose as department?

    Otherwise, the customer will choose English .. if some is offline.

    I think a simple option or enhance maximum waiting time to 30 min can help.

    Thanks.

    Tobias

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  • Prakruti Hindia
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    Hi Tobias,

    Can you tell me more about how would like to combine the department selection with Help Centre? 

    - Prakruti

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  • Tobias Hermanns
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    Hi Prakruti,

     

    we´re working as a company in whole Europe.

    Our Helpcenter we design have the languages "Italy, English, German and Russia" enabled.

    We´ve one Department "Support" display on our Helpcenter for all languages.

    In the department "Support" we´ve add some Agents

    5 Agents cover "EU" exclude Italy, Russia

    2 Agents cover "Italy"

    2 Agent cover "Russia"

    Now we´ve setup Skill Routing, that in case it detect Russia / Italy as Geo Location it goes to this Agents first.

    We don´t like a fallback option to other Agents, but in case theres no Tag detected or in case theres no Agent online it goes to different team, so our full Skill Setup make no more sense.

    Russia Agents get German Chats and they´re not willing / should not handle it, so they use Macro to create Ticket, but this result in Bad rating often.

    German Agents get Italy Chats, they should and can´t response, due to Omni Channcel Support, they´re working in Phone / Mail / Chat at SAME TIME so they´re not able to handle not their language chats.

    So our goal here is to get a option like:

    "If Skill don´t match or Agent´s are busy...

     

    ...create a Ticket and assign to their group i.e. Russia Support ..

    And not Round Robin this to any other Agent in Support Deparment.

     

    Thanks.

     

    - Tobias

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  • Prakruti Hindia
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    Hi Tobias,

    Thank you for the details. You could potentially create Departments - Support - Italian, Support- Russia to organize your agents. 

    The department can be assigned to chats using Triggers or using JS APIs based on Help Centre URL (can be skipped if every chat goes to Support agents) and Geo location.

     

    Your users will not be required to select Department - Support- Italian or Support - Russia before starting the chat.

    Would this set up work for you? 

     

    - Prakruti

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  • Tobias Hermanns
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    Dear Prakruti,

    it seems not working as you describe.

    You:

    Your users will not be required to select Department - Support- Italian or Support - Russia before starting the chat.

    Support:3917472

    There is no way at the moment to auto prepopulate the department in the widget base of the country the customer is chatting.

     

    Please help to clarify.

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  • Prakruti Hindia
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    Hi Tobias,

    The suggestion on the ticket is correct.  You can hide the department on contact form via API and then use triggers to set department for your users.

    Our advocate has also attached a sample script to achieve this. 

    - Prakruti

     

     

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  • Tobias Hermanns
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    Hi Prakruti,

    i don´t want hide department, I want pre-select a department based Trigger, this fails.

    So when i have 3 department.

    and i pre-select one via Trigger.

     

    Why finally another department is pre-selected?

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