Thanks to the routing groups, you can organise your teams in a flexible way by grouping your agents according to their role (agent, supervisor or administrator), group (i.e: contact centre) or skills (i.e: mobile, photography).
This way, you have a clear and scalable vision which enables you to organise your teams according to your needs.
Please note that:
⚠️ Routing groups are essential for you to define which agents or experts will receive the conversations collected by your targeting rules.
⚠️ Thus, it's necessary for you to create a routing group for each type of respondent.
⚠️ An agent can be in several routing groups at the same time.
⚠️ You can create an unlimited number of routing groups
Follow the instructions below to create a routing group:
- Go to the "Distribution" tab
- Select the "Routing groups" page
- Create a new routing group
- Give a name to your routing group
⚠️ We advise you to give an explicit and understandable name to your group. This way, you will be able to identify your routing group in the list of routing groups created and in report charts.
- Add one or more values
For each type of value, you can add different values (logical "AND" ... agent).
Each type of value (skills, groups, roles) can match different values (i.e: community, after sales, etc.) (OR - "matches one of these values"), match all values (AND - "matches all these values") or do not match any values (NO - "does not match these values").
⚠️ Routing groups are updated in real-time: if you add new agents and they correspond to the segment of a routing group, they will automatically be added to this group.
⚠️ Routing groups do not replace groups and skills, on the contrary, they allow you to dynamically select them.
- Verify the list of agents selected (Optional)
- Save your routing group and create another one if necessary.
Here are the values available with routing groups:
|
Value
|
Availability
|
|
Channels
|
❌
|
|
Skills
|
✅
|
|
Groups (sub-group users are not selected)
|
✅
|
|
Roles
|
✅
|
|
Languages
|
Done automatically*
|
|
Projects
|
Done automatically*
|
|
Direct selection of agents
|
❌
|
Done automatically*: Agents available in a routing group are selected according to these values. Those who do not meet these criteria are not selected.
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