Routing Configuration | Description |
Default Value | When users initiate a conversation and switch to a human agent, they are assigned using the queue system operating on a first-come-first-served basis. |
Allocation according to agent priority within the skill group | Upon user initiation of conversation and switch to human agent, assignments are distributed by the predetermined customer service priority within the skill group, aiming to delegate conversations primarily to agents with higher priority. |
Priority allocation to the last receptionist | When the user transfers to an agent, priority is given to the agent who last served the user. |
Configuration Item | Description |
Automatic Reception | Upon turning this on, newly accessed customers are automatically delegated to the corresponding customer service representative, eliminating the need for manual reception from the staff. |
Redirect upon timeout | Upon enabling redirection after timeout, if the customer service personnel fails to attend to a new customer within the stipulated period, the customer will be automatically redirected to another service agent within the same skill group. |
Automatically set to short break after timeout | Once activated, if a session assigned to a customer service representative remains unattended beyond the set time, the status of the service representative will be automatically designated to a short break. |
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