Configuration - Routing

Index:

1. Introduction
2. How to access
3. Definition of downtime

Introduction

Learn how to set up the routing of your inquiries and optimize responses to users on pages connected to the tool. 

Call routing is a feature designed to bring agility and accuracy to customer service by directing conversations from proprietary channels connected to STILINGUE Conversations. With the feature enabled, respondents or respondent teams have access to calls automatically and in an organized manner.

It is important to note that only the account master and administrators can configure routing. 

 

How to access

Go to the Configuration page:

 

Select the Routing menu. Click on "+ New" to create a new routing.

Understand the initial points to configure conversation forwarding rules:

 

1. Name

Enter the chosen title for your routing here. If you have operational differences, you can choose the routing title to facilitate location. 

Example: Comments - Facebook

2. Calendar

In this field, specify a calendar for routing. The calendar can be defined based on each team's activity shifts or by excluding municipal holidays from the count, for example. This way, the response team can align internally agreed-upon work schedules. It is necessary to configure the calendar in order to apply it to routing.

3. Members

Use this space to select the members of your team who will receive the calls. It is possible to search for each one by name through text search.                                                                                                           

4.  Automatic distribution

Here, it is possible to determine the maximum number of simultaneous conversations each respondent can receive (between Pending and Open), as explained below. 

In the "Automatic Distribution", the tool will create a kind of list and distribute one call to each respondent sequentially, respecting the order assigned in "Members" (item 3). This ensures that no operator receives more than one call at a time. When all team members have received the calls, the list will be reset. 

If a respondent has reached the maximum number of assigned conversations under their name, the system will redirect the demand to the next available member who can still receive conversations. Tickets are redirected as each team member responds to (and completes) their quota of interactions. 

Note: If all respondents on the list have their tickets "saturated," the list will not distribute new occurrences until someone frees up space in their interactions, resuming the assignment of tickets. 

5. Conversation redistribution

When enabling conversation redistribution, if there are pending or open conversations assigned to an offline user, after the specified time (image below), they will be reassigned to those who are online.

 

 

For example, if you set 30 minutes, it means that only after a routing member has been offline for that period will their attendances (only Pending and Open) be redistributed to the other respondents.

 

6. Stipulated response time

This field customizes the SLA for each routing, according to the goals for each service flow.

The SLA (Service Level Agreement) represents the "Service Level Agreement - SLA" and refers to the agreed response time between the two parties—in this case, between you and your client.

Each routing will have a individually defined response time.

7. Priority

Prioritize your routings in order of priority to optimize your time and quickly identify which routing you want to access the settings for.

 

Definition of downtime

The managing user has the option to configure a specific operation downtime. After the configured time, if the operating user is inactive, their status will automatically switch to offline. 

To explore this option, go to the "Routing" area within Settings:

 

 

If the downtime is configured, for example, for three minutes, after this period, a pop-up will appear notifying the change in status on the operator's interface. 

 

This is the first part of the Routing Configuration, where you start defining parameters based on how you would like to route calls. 

 

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