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Live Chat

Chat Routing

Chat Routing allows you to specify how incoming chat requests are routed (directed) to the available chat operators. Typically, chats can be routed to the available agents automatically, or they can enter a queue from which an operator can pick them up. There are two rules that can be set up for incoming chats:

 

  1. Broadcast: With this setting, all chat operators get notified of all incoming chats. An agent will then need to accept the chat request to start chatting. This is the default setting.

  2. Automatic assignment: With this setting, chats are evenly assigned among the available operators in a pre-assigned order.

 

 

Chat Request will go to the operator who is the least busy, then will rout automatically in its operator routing order. Every Operator will receive sound notification in its routing order and chat request will be visible to all online operators.

 
 

There are certain scenarios where we have to extensively look at how our routing feature behaves.

 

Scenario 1: In case department is disabled.

 

Every online operator will receive sound notification in its routing order. Assuming there are four Support operators:

 

Operator A, Operator B, Operator C, Operator D

 

If we define this routing order in control panel (A→B→C→D), this is how the chat routing will take place.

 

Case- 1 : If all operators are free, chat request will go in the order that you have defined in the control panel.

 


(A→B→C→D)

 

Case- 2 : If all operators have some number of chats. Suppose:

 

  • Operator A is handing 5 customers
  • Operator B is handing 3 customers
  • Operator C is handing 7 customers
  • Operator D is handing 4 customers

 

 

In this case, B has a minimum number of chats so chat request will start from B and routing will move in the order that you have defined in the control panel.

 

(B→C→D→A)

 

Case-3 : If all operators have same chat numbers.

 

  • Operator A is handling 4 customers
  • Operator B is handling 4 customers
  • Operator C is handling 4 customers
  • Operator D is handling 4 customers

 

In this case the chat routing will go as per:

 


(A→B→C→D)

 

Case-4 : If some Operators are Offline.

 

  • Operator A is handling 4 customers
  • Operator B is handling 5 customers
  • Operator C is Offline
  • Operator D is handling 2 customers

 

Offline Operators will be skipped from routing order. Chat request will start from D because C is Offline and in this situation D has a minimum number of chat.

 


(D→A→B)

 

In case department is enabled.

 

Every online Operator of that department will receive sound notification in its routing order.

 

Operator A, Operator B, Operator C, Operator D

 

Assuming that we have three departments - Accounts, Sales and Support and we have four operators (A, B, C, D)

 

Operators & Departments settings are shown below :

 

Operators & Departments settings are shown below:

 

Account = A, B, C

 

Sales = A, B, D

 

Support = A, D, C

 

If routing order in control panel is: (A→B→C→D)

 

The following options will take place.

 

Case-1 : If all operators are free, chat request will go department wise. If a visitor generates a chat from Accounts department.


(A→B→C)

 

In this case D will be skipped because the Accounts department is not assigned to operator D . The chat request will start from A because we have defined this routing order in control panel.

 

 

Case-2 : If the following chatting order taking place.

 

  • Operator A is handling 5 customers
  • Operator B is handling 3 customers
  • Operator C is handling 7 customers
  • Operator D is handling 4 customers

 

Now the visitor has generated a chat request from Accounts department.

 

 

(B→C→A)

 

In this case D will be skipped because the Account department is not assigned to operator D and chat request will start from B since B has minimum chat.

 

Case-3 : If all the operators have same chat numbers.

 

The Visitor has generated a chat from Accounts department.

 

  • Operator A is handling 4 customers
  • Operator B is handling 4 customers
  • Operator C is handling 4 customers
  • Operator D is handling 4 customers

 

In this case a simple routing order will take place, which you have defined in the control panel. Operator D will be skipped because of another department.

 


(A→B→C)

 

Case-4 : If one operator is Offline, he/she will be skipped from routing order.

 

Now a visitor has generated a chat from Accounts department.

 

  • Operator A is handling 5 customers
  • Operator B is Offline
  • Operator C is handling 2 customers
  • Operator D is handling 8 customers

 

In this case chat request will start from C because B is Offline and in this situation C has a minimum number of chats. D operator will be skipped because of another department.

 

 

(C→A)

 

Case-5 : If one Operator is offline, then which particular operator will skipped from routing order:

 

Now the visitor has generated a chat from Sales department.

 

  • Operator A is handling 5 customers
  • Operator B is Offline
  • Operator C is handling 1 customers
  • Operator D is handling 2 customers

 

In that case, chat request will start from D because B is offline and in that situation D has a minimum number of chat requests. C operator will be skipped because of another department.

 

 

(D→A)

 

Case 6 : If multiple operators are offline then those operators will be skipped from routing order.

 

Now a visitor has generated a chat request from Sales department.

 

  • Operator A is handling 5 customers
  • Operator B is Offline
  • Operator C is handling 1 customer
  • Operator D is Offline

 

 

In this case, chat request will only go to A because D and B are offline and C belongs to the other department.