How You Configure Advanced Routing for Chat

You can route incoming chats to agents with specific language or product skills. Routing chats to agents with a specific skill set ensures that customers’ questions are answered accurately and efficiently.

Products and categories selected by the customer and the language of the customer portal page from which the chat was initiated determine which agent skills are required. If your customer is viewing the English version of the customer portal when they initiate the chat, connecting them to a chat agent fluent in English is going to provide the best experience. If your customer is looking for information about your newest product, connecting them to a chat agent who is an expert with that product is going to provide the quickest resolution. When a chat is initiated, if there is no agent logged in with the specific skill required by your customer, advanced routing relaxes the skill requirement immediately to prevent the chat from becoming stuck in the queue.

You can also use advanced routing primarily for the queue overflow capabilities without defining skills.

You can track the performance of advanced routing of chat sessions using standard reports available in Public Reports/Service/Advanced Routing.

Note: Advanced routing reports and configuration options will not be visible until Chat and Smart Interaction Hub are enabled. To enable, contact your Oracle account manager.

You must complete the following tasks before you can configure and use advanced routing for incoming chats.

1. Define products and categories. See Search Optimization Using Products, Categories, and Dispositions.
2. Add product and category fields to the Live Help page of the customer portal.
3. Create an advanced routing chat queue. See Add or Edit a Chat Session Queue.
4. Create and activate a rule to route chats to the advanced routing chat queue. See Overview of Business Rules.
5. Assign advanced routing permissions to a profile. See Add Chat Permissions to a Profile.

Additionally, if you are using advanced routing with products or categories, you must configure skills and staff account skill scores to finish the configuration and begin using advanced routing for incoming chats. See Assign the Skill Edit Permission in Profiles, Add Skills, and Assign Skill Scores to a Staff Account.