Discover our new routing engine

The iAdvize new routing engine enables you to send questions to the customer support agent most qualified to respond, no matter what channel you use. You can configure it in a few clicks and enhance your team’s productivity! Learn how to use our routing engine in three steps: 

1. Organise your teams with ease

Thanks to the new routing groups available on our platform, you can organise your teams in a flexible way by grouping your agents according to their role (agent, supervisor or administrator), group (i.e: contact centre) or skills (i.e: mobile, photography).

This way, you have a clear and scalable vision which enables you to organise your teams according to your needs.

Read more: How to recruit your team of online customer service agents

2. Select the source of conversations

Our routing engine allows you to direct conversations from all your channels (Chat, Call, Video, Twitter, Facebook, Messenger, Instagram, Text Messages) according to their targeting rules, to one or more routing rules.

3. Direct your conversations to the right person

Routing rules are flexible and personalised. They enable you to accurately define how and to which respondent your conversations needs to be distributed via routing models.

Here are the three routing models currently available on our platform: 

  • In escalation: the overflow depends on the occupation of the selected groups.
  • Fair: conversations are distributed equally for all groups.
  • Personalised: distribution between several groups is made according to a ratio per agent.

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Valentin Mendeze

Product Manager of the Core Product swarm in the R&D department at iAdvize.

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