Routing

By using routing commands, you can divide your customers based on certain commands and preferences. Each customer can be routed to one or more operator groups, chatbot or external number.

Routing targets

Group

Routing can be set in the group sequentially according to operator, or to the whole group at once. See information found in the group settings section.

Chatbot

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 in the following instructions.

External number

This option is aimed for using in conjunction with IP Telephony. If the previous groups are unavailable (within the routing), the calling client is forwarded to the selected external telephone number.


Routing rules

  • 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 command has a priority according to rank. Interactions “fall” from top priority to lowest.

Tip: If you modify the conditions of the active routing, the changes will take effect immediately after saving.


Creating a routing rule

To create a new routing rule, click the "Add " button. Select a group to which the rule will apply. You can then set the overflow time interval in the group settings.

You can then use the "Add Condition" button to specify exactly under what conditions the overflow can occur. The settings for each parameter can be found in the [Application]}(/pro-administrators/settings/applications.md] section in the subsection Parameters.


Fallback

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 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 behaviour is different for each channel.

Communication channel Behavior
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.
E-mail Email čeká na dostupného operátora bez časového limitu. Tenant administrátor a vyšší může e-mail z přehledu emailů přiřadit na libovolného operátora.


Routing rejection after working hours

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

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 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.

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