Routing configuration allows you to configure the following:
\nYou can configure how conversations are routed to agents based on which routing provider will be used for which channels. The Conversations Platform supports two routing providers:
\nYou can choose to route voice conversations to the Conversations Platform's built-in routing provider while at the same time route chat conversations to Salesforce.
\nIf you’re not using the Conversations Platform as a routing provider, you’ll need to set up your agents and queues within the routing provider you’re going to use.
\nYou can set up rules for voice conversations for conversations that won't be handled by the Conversations Platform. These voice conversations will be redirected to another routing system.
\nFor example, if you don’t have agents that can handle Japanese voice conversations within the platform, you can redirect those conversations to an existing agent tool.\n
\nHow to add rules
A queue in the routing system is an entity that holds similar type of conversations. A conversation has multiple attributes such as partner, point-of-sale, product, and intent.
\nA queue is the placeholder to gather conversations with similar attributes that the routing system assigns to. There are two sides of the queue: incoming customer conversations and available agents.
\nAgents are not directly assigned to queues. Agents are assigned Queue Groups. A queue group is a logical grouping of queues. Assigning a queue group to agents allows one agent work across multiple queues.
\nHow to add queues and queue groups
\nThere are two types of prioritizations that are supported by CPCE routing system:
\nUsing these prioritization methods, you can configure the routing system to overwrite the default FIFO order of conversation assignments.
\nThe routing system first uses prioritization among queues to define the first queue to route conversations from. Then the routing system uses priority in queue to select which conversation from the Queue to route to the next agent.
\nPrioritization among queues sets the priority of queues in the context of the queue group they belong to. Since agents are assigned to queue groups, agents can receive conversation from multiple queues which are part of that group.
\nHowever, sometimes you might want to set a priority among the queues in a group to determine which conversations should be assigned first to agents.
\nBelow is an example of a queue group with multiple queues at different levels of priority.
\nThe order of conversations within the same priority group is (First In First Out) FIFO. Once the priority is set for any conversation, it can't be modified afterwards. Below are some examples of how the priority feature works. At the beginning of the day the queue is empty.\n Since C1 was created before C2, C1 stays at the front of the queue followed by C2. Since Agent is in Not-Ready state, all the conversations remain in the queue. Conversation C3 is created with a priority 1. Since C3 will have higher priority than C1 and C2, C3 goes to the front of the queue, followed by C1 and C2.\n Conversation C4, with priority 1, is created. The structure of the queue looks like this.\nExample
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