You can specify how agents are notified about incoming web or mobile messaging requests with Chat routing settings. These settings are accessed from the Chat dashboard.
This article includes the following topics:
Understanding and configuring basic notification routing options
There are two options for how notifications for incoming web and mobile messaging requests are sent to your agents:
- Broadcast: All agents are notified of all incoming requests, and the agent clicksServe Requestto start serving the request. This is the default setting. It cannot be used for messaging withomnichannel routing.
- Assigned: Online agents are evenly notified of incoming requests, so only one agent is notified of each incoming request at any time.
Requests are added to a queue in chronological order, based on time of ticket creation. Incoming requests received while agents are offline are sent to the Unassigned tickets view or the agent’s Group view. Offline requests can be assigned to agents as part of triaging, or they can be manually picked up by agents themselves.
在禅宗desk Agent Workspace, incoming messaging request notifications appear in the top-right corner of the workspace, in the Accept button.
- From the Chat dashboard, selectSettings>Routing.
- In the Chat Routing section, select a notification routing method.
- ClickSave changes.
进行guring notification limits
An agent's workload is determined by the number of messaging requests assigned to them. A request is considered active if it has received a response in the past 10 minutes.
- Broadcast:When agents are at the specified limit, they will no longer be notified of incoming requests and will not be able to serve requests through the Serve Request button.
- Assigned: Agents will be routed incoming requests only up to their notification limit.
- 账户: Sets one limit that applies to all agents in your account.
- Agent: Notification limits are configured in each agent's profile. You can specify that only admins can edit agent limits, or allow agents to set their own limits.
Even if all agents are at their limits, visitors can still submit messaging requests, which are then queued until an agent becomes available.
激活通知限制
- From the Chat dashboard, selectSettings>Routing.
- Next to Chat limit, selectOn.
- Next to Apply to, select账户orAgent.
- If you selected账户, enter a value in the Maximum chats field.
- If you selectedAgent, limits are configured in each agent's profile:
- With theAssignedrouting method, select thePersonal Limitscheck box that appears for agents to set their own notification limits in their profiles.
- If you're using theBroadcastrouting method or usingAssignedbut don't select thePersonal Limitscheck box, set a limit for each agent's profile. Select an agent to edit underManage>Agentsand enter a value in the Chat limit field.
- With theAssignedrouting method, select thePersonal Limitscheck box that appears for agents to set their own notification limits in their profiles.
- ClickSave Changes.
Understanding Assigned notification routing behavior
When Assigned routing is activated, incoming messaging notifications are routed as follows:
- First, the incoming request is assigned to the agent currently serving the fewest ongoing conversations.
- If multiple agents are tied for the fewest number of conversations, the incoming request is assigned to the agent with no missed assignments in the last 15 minutes.
- If more than one of the available agents has no missed assignments in the last 15 minutes, or if all agents have a missed assignment in the last 15 minutes, the incoming request is assigned to the agent with the oldest last missed assignment timestamp.
- If all available agents have not served any requests yet, the incoming request is assigned to an agent at random.
If an agent does not serve an incoming request before it isreassigned, it will not be routed to them again until an attempt has been made to route the request to all other eligible agents. Additionally, enablingHybrid Assignment modechanges assigned notification behavior.
When all eligible agents areoffline, notifications are not sent. If incoming requests are later assigned as part of manual request triaging, agents will receive a notification when a request is assigned to them or their group.
进行guring additional settings for Assigned routing
If you've selected the Assigned routing method, there are additional settings you can configure:
进行guring Hybrid Assignment Mode
This setting applies only if notification requests areAssignedand limits are activated.
Hybrid Assignment Mode gives agents the option of serving additional requests once they've reached their set limits. Agents will have the option of clicking the Serve Request button to pick up additional requests. If this option isn't enabled, agents can see incoming requests but aren't able to click on the button.
To enable Hybrid Assignment Mode
- Go toSettings>Routing.
- In theHybrid Assignment Modesection, select theAllow Hybrid Assignmentcheck box.
- ClickSave Changes.
进行guring reassignment
This setting applies only if you're usingAssignedrouting.
With this option enabled, if an agent doesn't respond to an assigned request for a set period of time, another agent is automatically notified of the request. If this option is not enabled, (ifReassignmentis set toOff), once a notification is assigned to an agent, it isnotautomatically reassigned to another agent.
- Go toSettings>Routing.
- Next toReassignment, selectOn.
- Enter anumber of secondsin the Reassignment timeout window. For example, if you want notifications to be reassigned after 15 seconds with no response, enter 15.
- ClickSave Changes.
进行guring automatic idle settings
This setting applies only if you're usingAssignedrouting and have enabledReassignmentabove.
Activate this setting to automatically set agent's status to Away or Invisible after a specified number of notifications are automatically reassigned. Agents are notified when their status is changed.
激活自动闲置状态
- Go toSettings>Routing.
- Next toAutomatic Idle, selectOn.
- Enter a value in theChats Reassignedfield.
- Select a status option next toIdle Status.
- ClickSave Changes.
2的评论
Has anybody worked out how you can change the notification behaviour of the messenger channel tickets based on SLA's set?
I have flow builder in place which decides if a ticket needs to have a live agent assigned and the SLA is 2 minutes, or it tells the customer we have opened a ticket and the SLA is set at 8 hours.
We have omni channel in place to distribute tickets based on priority and SLA
But, because all messages are coming in via the messenger channel when the customer submits their request via flowbuilder all of the tickets are pinging the live chat to say a customer is waiting for a chat even though the SLA is set to 8 hours. This is meaning the wrong customers are getting the priority of my team and older tickets are being de-prioritised as a result. Any advice would be welcome!
This is just an overview on what we are using on our end. Due to the Conversation button does not have the capability to check SLA, we are using specific view to get our tickets. For example, we have a view for Urgent tickets and another view for normal priority tickets.
Pleasesign into leave a comment.