Enable - Routing

Index:

1. Introduction
2. How does routing work?
3. Queues

Introduction

Understand how to activate routing and automatically direct STILINGUE Conversations requests to your customer service team. 

STILINGUE Conversations gathers interactions from users of your connected proprietary pages. Among the options available in this area, call routing is a feature designed to optimize the customer service team's workflow. 

After completing the routing configuration, the next step is to ensure that each team member is visible on the top of the screen with the service button both activated and - that is, in the Online position. This ensures the participation of all members. 

Attention! Activating routing is a manual process and must be done by the respondent when starting the work hours (choose Online). Similarly, the function must be deactivated at the end of the service period - for example, during scheduled breaks or at the end of the shift (choose Offline). 

It is important to note that in this case: when marking the offline option, conversations that should be assigned to this operator are not redistributed. These conversations are reserved for them until the operator is again in the Online option. 

If you want conversations to be redistributed to online operators, activate the conversation redistribution option. To understand how this part of the configuration works.

How does routing work?

With the proprietary pages connected and the routing setup completed, calls collected by the system will be checked and distributed to the customer service team. At this stage, the following points will be checked: 

1st: If the respondent in question has the Online status set;

2nd: If the number of registered conversations for the agent is less than the limit defined in the configuration;

Attention! If the respondent has the same or more number of attendances as the maximum configured, new occurrences will not be assigned to them. This rule will only consider active tickets, meaning those classified as Open or Pending. The rule applies to any interaction or period of the ticket. If the respondent is in a routing of inbox on Facebook, but there are comments assigned to them with the status of Pending or Open, it will count in the current routing. 

Closed tickets, on the other hand, remain with the respondent after being answered. This type of occurrence is not counted in the routing because the system understands that a response has already been provided. Therefore, there is no need to respond again. 

After being routed, the interaction will stay with the assigned respondent. If another agent responds to the same conversation, the respondent is automatically switched to the name of that second agent. 

Note: the manager user can configure a specific operation inactivity time. After the configured time, the status of inactive operators in the routing will automatically be set to offline. If the inactivity time is set, for example, to three minutes, after this period, a pop-up will be displayed on the operator's user interface informing about the status change. 

Queues

Queues are a feature capable of organizing received interactions. To learn more about this feature, visit the guide. Once the routings are configured, you can view them by clicking on "Queues." What sets one apart from the other is the icon presented below:

You can also view the conversations belonging to a routing by entering the routing name in the Conversation Filter. If you want to limit the search by respondent, simply enter the respondent's name in the filter. 

For more information, visit the discussion on the subject at our community or videos on our channel. 😃