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Routing modes

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

 
Here are 3 routing modes currently available within our platform: 

Routing in escalation

Overflow occurs depending 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: 
When the threshold for conversation queues is set to 0 :
You only engage visitors if your agents are available to receive conversations in real-time.
For a conversation to be distributed to routing group B, agents from routing group A must have either reached their maximum occupancy, or be offline, or be manually occupied
For routing group C to receive a conversation, routing groups A and B must have either reached their maximum occupancy, or be offline, or be manually occupied
When the threshold for conversation queues is superior to 0 :
You engage visitors even if your agents are not available to receive conversations in real-time.
For a conversation to be distributed to routing group B, the routing group A's conversation queue must be full
Here is an example with the following configuration:
  • global conversation queue threshold set to 100
  • Routing group A's threshold set to 50
  • Routing group B's threshold set to 30
  • Routing group C's threshold set to 20

Conversations will first arrive in routing group A's conversation queue. If group A's conversation queue is full (full when reaching 50 conversations), new conversations will arrive in group B's queue, and so on.

When all the conversation queues of each group associated with your routing rule are full, i.e. the number of 100 pending conversations has been reached, then no more visitors will be engaged.

 
⚠️  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).
 
 
Capture_d_e_cran_2019-10-16_a__10.46.43.png

Fair routing

Conversations are equally distributed between several routing groups. 
 
Here's how the process of a fair routing between 3 routing groups A = B = C works : 
When the threshold for conversation queues is set to 0 : 
You only engage visitors if your agents are available to receive conversations in real-time.
For example, if you have defined a threshold of 100 conversations for your routing rule and with 3 routing groups whose distribution is as follows: A:50% B:35% C:15; new conversations will then be distributed in turns to the conversation queues according to the routing system selected.
  • 1 for group A's conversation queue
  • 1 for group A's conversation queue
  • 1 for group A's conversation queue
  • 1 for group B's conversation queue
  • 1 for group B's conversation queue
  • 1 for group C's conversation queue
  • And so on and so on
 When all the conversation queues of each group associated with your routing rule are full, i.e. the number of 100 pending conversations has been reached, then no more visitors will be engaged.
When all the conversation queues of each group associated with your routing rule are full, i.e. the number of 100 pending conversations has been reached, then no more visitors will be engaged.
 
Capture_d_e_cran_2019-10-16_a__10.45.56.png
 
N.B. Whether a conversation queue is set to 0 or not, if a routing group is increasingly lagging behind according to the target percentage, 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 percentage).

Personalised routing 

Conversations are distributed between several routing groups according to a ratio per agent defined by the administrator. 
For a personalised routing defined between 3 routing groups A, B, C: 
Conversations are distributed in turns to routing groups A, B, and C and then distributed to groups furthest from their target percentage.
When the threshold for conversation queues is set to 0 : 
You only engage visitors if your agents are available to receive conversations in real-time.
When the threshold for conversation queues is superior to 0 :
You engage visitors even if your agents are not available to receive conversations in real-time.
For example, if you have defined a threshold of 100 conversations for your routing rule and with 3 routing groups whose distribution is as follows: A:50% B:35% C:15%; new conversations will then be distributed in turns to the conversation queues according to the routing system selected.
  • 1 for group A's conversation queue
  • 1 for group A's conversation queue
  • 1 for group A's conversation queue
  • 1 for group B's conversation queue
  • 1 for group B's conversation queue
  • 1 for group C's conversation queue
  • And so on and so on

 

Capture_d_e_cran_2019-10-16_a__10.44.37.png
 
 
N.B. Whether a conversation queue is set to 0 or not, if a routing group is increasingly lagging behind according to the target percentage, 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 percentage).

How are conversations handled?

When the threshold for conversation queues is set to 0 : 
Agents from each group receive the conversations in real-time when logged in to their conversation panel and available.
When the threshold for conversation queues is superior to 0 :
Agents from each group handle conversations coming from queues when logged in to their conversation panel and available. Whenever they snooze or close a conversation, it frees up a spot in their group's conversation queue, and they receive the next conversation to be handled.

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