The iAdvize routing engine enables you to send questions to the customer support agent best suited to respond, no matter what channel you use. You can configure it in a few clicks. Find out how to use our routing engine.
The video below summarizes how the distribution rules work in iAdvize:
Find out more about routing groups.
4. Assignation methods: personalise your conversations distribution
Routing rules are flexible and personalised. They enable you to accurately define how and to which respondent your conversations should be distributed via the assignation method.
Find out more about the assignation methods.
A synchronous distribution corresponds to a direct connection from a visitor to an agent as soon as the first visitor message is sent.
If the distribution fails, the conversation is dropped.
The visitor's first message disappears from the chatbox when the web page is refreshed.
It does not appear anywhere in the reports.
The visitor's first message remains visible in his chatbox.
5.2.1 asynchronous configuration
A created conversation carries several pieces of information:
- Targeting / filtering rule (at the origin of the notification)
- Visitor's language (browser language or language forced by the integration of the iAdvize code applied on the website)
- Distribution rule (linked to the targeting rule)
Based on this information, the distribution engine routes the conversation
- The routing of conversations is done in two steps:
- Selection of the distribution group
- Selection of an operator within this distribution group
6.1. Routing group election
The conversation, via its targeting rule, is associated with a distribution rule.
The group is chosen according to the routing mode (cascade / fair / custom) and availability (either a place in the queue or agent availability).
Once the distribution group is elected, the conversation is then assigned to it.
The conversation now carries the information associated with the distribution group:
- targeting rule (the one that issued the notification)
- visitor's language (Browser language or forced language when integrating the iAdvize tag in a website)
- routing rule (linked to the targeting rule)
- routing groug
The conversation is queued, whether the configuration is synchronous or asynchronous.
If the election of a distribution group fails (none of them have availability), then the conversation is dropped and the visitor receives an error message that corresponds to the one customized in the iAdvize administration. By default, it is "Please try again later".
The election of a distribution group, and the registration in the queue of the latter, generates an event that triggers the election of an operator.
6.2 the operator's election
The conversation therefore has a distribution group which contains a list of operators.
The operator is chosen according to the date of its last conversation. This prioritizes operators who have not received a conversation lately.
Synchronous
This is the nominal case for a synchronous configuration.
If the operator election or the conversation push fails, then the conversation will be dropped. The visitor will receive a "Please try again later" error message.
Asynchronous
In the case of asynchronous, if the conversation cannot be distributed as soon as it arrives, it will wait until an agent becomes available to take it.
7. Routing of pending conversations
Pending conversations are waiting for agents to become available for distribution.
How an agent becomes available?
- By logging on to the desk
- By switching from unavailable to available
- By transferring / snoozing or closing a conversation (Following this last action, the agent no longer has maximum occupancy and has an available conversation slot again).
Once available, the agent will go and "pick" a pending conversation, taking in this order :
- The conversation is the oldest, prioritised by its distribution rule, which is assigned.
- The conversation is the oldest, prioritised by its distribution rule, which is not assigned.
8. Snooze of conversations
It is possible for an agent to snooze a conversation, and keep the conversation.
This has the effect of allowing the agent to optimise his or her work by not suffering the response time of the visitor.
This has the consequence of creating a queue for the agent. We could therefore imagine this as follows.
9. Transfers
9.1 transfers to routing rules
A transfer to a routing rule restarts a routing process.
This process seeks to elect a routing group of the routing rule to which the conversation is transferred.
Then an operator election is attempted and a distribution attempt is made to an agent that is available.
9.2 direct transfers from one agent to another
If the push of a conversation to an agent 1 fails, then that conversation will be put on hold in agent 1's personal queue.
How the distribution of conversations works