Intelligent Routing is a smart routing system that assigns tickets to agents based on a chosen set of criteria. The system prioritizes requests according to various rules set to high, medium or low priority, so each new ticket is instantly assigned to the best agent based on needs and capabilities.
How are tickets intelligently routed?
You define rules that route incoming tickets to agents based on your criteria. When a new ticket comes in, it will automatically be sent to the most appropriate agent, increasing efficiency while decreasing workload.
|Routing Rules||Benefit for You|
|Source Channel||Send tickets to agents who specialize in a specific channel, like Facebook, Twitter or live chat. Agents deal with the channel(s) they’re most familiar with, responding more effectively.|
|Topic||Tickets are sent to agents focused on a specific topic, such as a new product or a marketing campaign. Complex or new topics are dealt with by expert individuals or teams of agents.|
|Language||The language of a ticket is detected and the customer is assigned to an agent who speaks their language. 27 languages supported, including English, Mandarin, Spanish and French.|
|Post Influence||Prioritize conversations with a high number of likes, shares or retweets so they can be expedited to agents. Conversations with the most engagement have the highest reach.|
|Conversation History||Route new queries from a repeat customer to the agent who previously attended to him or her. Allows for more personalized customer care and better agent-customer relationships.|
|Agent Workload||Set the maximum number of queries or comments a single agent can attend to, then route new tickets to the next available agent. Increase efficiency and avoid agent burnout.|
Top 4 benefits of intelligent routing:
- Increase agent efficiency by automatically distributing incoming requests based on the agent’s skills and availability.
- Personalize customer service by connecting the same agent with the same customer. This makes customers feel like one in a million not one of the millions.
- Eliminate unnecessary wait time by never allowing a ticket to sit untouched. If a ticket is assigned but no action is taken, the ticket is routed to the next best person once the wait threshold is reached.
- Reduce agent burnout by assigning relevant tickets and optimizing workload. Our technology evaluates the weight of a single post and knows how many unique customer are in the social thread.