Adjust Intelligent Routing and goals

Customer care is about responding to the customer in a timely, relevant manner. In the digital world, speedy responses are even more important because they are often public and seen by all.

Your agents will be more efficient with the help of our Intelligent Routing which automates the routing of the cases.  Set up the routing by clicking in the Intelligeting routing part of the settings. Here is a detailed guide how to go about it. 

Ready with the rules? Let's set up the SLAs!

Click SLA to set up your agent’s goals. General goals are for all users on all channels. Each channel can also have a different goal.

In Brand Embassy we follow two main metrics which is First Response Time (FRT) and Resolution Time (RT).

Here is their definition:
First Response Time is counted in seconds as a difference of (date and time when the First Message by Agent in the Case was created) - (date and time when the First Message by Customer in the Case was created).
Resolution Time - is counted in seconds as a difference of (date and time of the last Message by Agent in the Case was created) - (date and time when the First Message by Customer in the Case was created).