Chat routing filters

8 Comments

  • Jeremy Seow
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    Hi Jesper,

    Unfortunately the functionality you speak of is not available in the product right now. However, we are actually actively thinking of such an improvement. Would it be cool with you if we contacted you for user interviews once are on the discovery phase of the project?

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  • Jesper Rosendal
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    Hi Jeremy,

    I know that the functionality isn't available at the moment, that's why I raised this ticket :)

    I would be super happy to do user interviews once you are in the discovery phase, feel free to contact my any time. 

    Thanks again

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  • Adetona Ajao
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    +1

    We have our chats divided by cities covering multiple countries and languages. Right now, our routing solution auto-assigns the chat to the appropiate agent group 13 seconds after chat request, but is there any way so that incoming notifications are only received by the agents in that department?

    I know this is pretty much necroposting, but our agents are going a little bit insane and this Jesper's issue appears to be very similar to the current situation of my company.

    Cheers everyone!

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  • Prakruti Hindia
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    Hey Adetona,

    Thank you for writing in.

    I am not sure whether you are using our solution. If you are using Zendesk Chat, creating Departments as combination of Country and Language might work for you. You can set the Department using our JS API based on geographical location of your visitor and the language.  Only the agents part of that department would be notified. 

    On a happier note, we are working on improving our chat routing capabilities this year. Stay tuned!  

    Cheers,

    Prakruti

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  • Adetona Ajao
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    We are using Zendesk Chat indeed, sorry about the late reply :)

    That JS API solution sounds quite interesting. Is there any further documentation or set-up examples you could point me to.

     

    Cheers!

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  • Prakruti Hindia
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    Hi Adetona,

    These articles might help out with your setup - 

    Look forward to know whether this works for you! Drop by if you have any questions. 

    - Prakruti

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  • Prakruti Hindia
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    Hi Jesper,

    We have extended our chat routing offering to provide more filters or options. Skills-based Routing is in beta. It would allow you to assign skills - French/German/Italian to your agents. If let's say your German speaking agent is not available, you can set it to assign the chat to other agents in the department. 

    More information can be found in the annoucement post. If you are on Premium plan and interested to participate in the beta program, please fill this form

    - Prakruti

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  • Adetona Ajao
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    Thanks a lot for that info, Prakruti!

    I'm gonna take a look at that info.

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