Help Center

Explore our knowledge base
article

Routing models

Routing rules are flexible and personalised. They enable you to accurately define how and to which respondent your conversations needs to be distributed via routing models.

 
Here are 3 routing models currently available within our platform: 

Routing in escalation

The overflow depends on the occupation of the selected routing groups and the order defined by the administrator. 
 
Here's how to distribute conversations in escalation between 3 routing groups which will be A > B > C: 
 
For a conversation to be distributed to the routing group B, agents from the routing group A must have either reached their maximum occupancy, or be offline, or be manually occupied
For the routing group B to receive a conversation, routing groups A and B must have either reached their maximum occupancy, or be offline, or be manually occupied
 
⚠️  With an escalation model, conversations sent to the picking list (Twitter, Messenger, Facebook, Whatsapp, text messages) are only distributed to the first routing group (in this case, group A).

Fair routing

Conversations are distributed in the same way between several routing groups. 
 
Here's how the process of a fair routing between 3 routing groups A = B = C works: 
 
When this model is selected, conversations are distributed one after the other to routing groups A, B and then C. When a routing group is not available (fully occupied, offline, busy), conversations are sent to the routing group currently available and which is furthest from its target percentage (in this case, 33%). 
 
 
⚠️  When a routing group is increasingly lagging behind, the routing engine favours it in the distribution for the group to catch up (conversations are distributed in priority to the groups furthest from its target pourcentage). 

Personalised routing 

Conversations are distributed between several routing groups according to a ratio per agent defined by the administrator. 
 
Here's how the process works for a personalised routing works with the following 3 routing groups A:45% B:35% C:25% :
Conversations are distributed one after the other to routing groups A, B and C and then, they are distributed to groups furthest from their target percentage. 
 
Lorsqu’un groupe de distribution n’est pas ou plus disponible (occupé au max, déconnecté, occupé), les conversations sont envoyées au groupe de distribution disponible le plus éloigné de son pourcentage cible. 
 
⚠️  Lorsqu’un groupe de distribution accumule du retard, le moteur de distribution le favorise dans la distribution pour qu’il le rattrape (distribution des conversations en priorité aux groupes les plus éloignés de leur pourcentage cible).

Comments