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TIP #12: Configuring how you distribute conversations with the routing engine

The new routing engine allows you to choose the best respondent to handle a contact triggered by a targeting rule. 

To create a routing group and a routing rule, go on the iAdvize administration and click on the "Engagement" tab and then on the "Distribution" tab. Then, directly go to "Routing groups" and create your routing groups by clicking on the "+" icon on the top right corner.  

The criteria which appear have been previously configured in the solution. The skills and roles of your agents are shown in these values. If you wish to create a new skill and/or edit your agents' roles, you can go to the "Team" tab. 

For example, we are going to create a routing group called "Professional agents - aftersales": 

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You can now create your first routing rule by going to "Routing rules" and clicking on the "+" icon on the top right corner. 

For example, we are going to create a routing rule called "Routing for professional agents - aftersales": 

 

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Routing in escalation: when group A is busy and/or off, conversations are distributed to group B

Fair routing: conversations are distributed equally for all groups

Personalised routing: % of conversations are distributed to group A and % of conversations are distributed to group B.

 

 

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