Routing
Last updated
Was this helpful?
English
Last updated
Was this helpful?
Routing can be set in the group (By operator utilization or To whole group). See the information found in the section.
If you have chosen a chatbot as a target, the session no longer falls into other groups. The chatbot is the first to create and connect with Mluvii. You can read about chatbot settings .
This option is aimed for use in conjunction with . If the previous groups are unavailable (within the routing), the calling client is forwarded to the selected external telephone number.
As part of the routing setup, you can use an external number as one of the destinations, which you enter manually, or select a specific external contact from the menu. More details on routing settings can be found .
any or several conditions - if multiple conditions are defined, all must be met at the same time. Interaction is routed only to groups that meet all defined conditions.
one group of operators or chatbot - interactions directed here in case of met conditions.
Each routing target has a priority according to rank and sessions gradually decrease from the highest to the lowest priority routing targets
In case the routing is unable to find a suitable operator group given the configured routing conditions (because the group is not available or its queue is full), the session can be optionally routed to fallback (if enabled in the routing configuration).
a) Fallback is enabled
The session is routed to fallback groups. These are all the groups defined in the routing configuration, including groups that do not meet routing conditions. However, the group with the highest priority that satisfies the routing conditions is always preferred.
b) Fallback is disabled
The behavior is different for each channel.
WebChat
The client is redirected to the offline form.
IP Telephony
The information about the unavailability of the operator is passed to the PBX, which acts according to the IVR settings. For example, by playing the recorded message or by ending the call.
Facebook Messenger, WhatsApp, Apple Messages for Business and VKontakte
Sezení čekají na dostupného operátora bez časového limitu.
Email čeká na dostupného operátora bez časového limitu. Tenant administrátor a vyšší může e-mail z přehledu emailů přiřadit na libovolného operátora.
The application automatically treats the situation when the client opens a chat just before the end of working hours and enters the chat session after working hours. When entering the queue, the application checks the availability of each operator and, if no one is online, redirects the client to the offline form.
Channel prioritization allows you to set the desired behavior in cases where clients from multiple different communication channels (e.g. chat sessions and phone calls) are queued at the same time.
As in the case of operator groups settings, you will find 3 communication channel groups (Live, Offline, and Email). You can specify channel priorities both at the individual communication channel level and between channel groups.
Within the routing of waiting sessions, you can also take into account the length of the waiting in the queue. This is done by using the Increment item in combination with the Increment Interval. As the time a session waits in the queue increases, it gets higher and higher priority and you won't have such sessions overtaken by new sessions.
To create a new routing rule, click the "Add " button. Select a group to which the rule will apply. You can then set the handoff time interval in the .
You can then use the "Add Condition" button to specify exactly under what conditions the handoff can occur. The settings for each can be found in the section.