Thanks to the routing groups, you can organise your teams much more flexibly by grouping agents by 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 captured by your targeting rules.
⚠️ Thus, it's necessary for you to create a routing group for each type of respondent.
⚠️ An agent can be part of different routing groups at the same time.
⚠️ You can create an unlimited number of routing groups
Here are the steps to follow in order 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
N.B. 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
Each added value specifies the types of values (logical connective "AND").
Several values can be added to a type of value (OR - "matches one of these values"), specify them (AND - "matches all these values") or subtract them (NO - "does not match these values").
N.B. Routing groups are updated in real-time: if you add new agents that match the routing group's criteria, they will automatically be added to this group.
N.B. Routing groups do not replace groups and skills, on the contrary, they allow you to dynamically select them.
- Check the list of agents selected (Optional)
- Save your routing group and create another one if necessary.
Here are the values available for 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.
