Getting Work
As an advisor, there are different ways in which work may be assigned to you. Depending on the types of activities you handle (phone, email, chat, etc.), you may experience one or more of the routing methods outlined here.
When an activity with a duplicate customer record is assigned, the agent is notified for the same and given an option to merge the customers. For more details, see Merging Customers with Duplicate Contact Point.
Overview of Routing
Routing Emails and Chats
Emails are retrieved from the mail server and placed into the database. Workflows act on them, creating an activity for each email, and applying the business rules configured by a system administrator. Workflows can then route the email activity either directly to an agent, or to a queue.
Chats and Video Chats are initiated from entry points and are routed directly to the queue associated with that entry point.
From queues, activities are routed to agents using one of the following methods:
- Push routing: System routes activities to agents. Activities can be load balanced between agents, or routed in a round robin fashion.
- Load balanced: Activities are routed to agents who have the least number of activities in their inbox. Chat activities are load balanced among available agents.
- Round robin: Activities are routed to agents in a continuous sequence, irrespective of the number of activities in their inbox. This option is not available for chat activities.
- Pull routing: Agents pull activities from queues based on permissions. Activities are not pushed to agents. If your system is configured to use pull routing, make sure you set up the pull options before you begin working on activities. See Configuring Pull Options.
Routing Tasks
Typically, tasks are created by supervisors of agents and routed manually to other agents. The system can also be configured to automatically create tasks using workflows.
Routing Social Activities
Social media managers create activities from the Social Console. These activities are routed to the Social queue. Agents who have permissions to pull activities from the Social queue can pick these activities and work on them in the Advisor Desktop.
Activities From Offers
Advisors can use the Site Monitor to make proactive offers to website visitors. These offers can result in chat or phone call activities that are routed to the Main Inbox. See About Site Monitors for details about working with the Site Monitor.
Related Topics