How You Configure Advanced Routing for Incidents
You can route incoming incidents to agents with specific language or product skills. Routing incidents 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 incident was initiated determine which agent skills are required. If your customer is viewing the English version of the customer portal when they initiate the incident, connecting them to an 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 an agent who is an expert with that product is going to provide the quickest resolution. When an incident 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 incident from becoming stuck in the queue.
You can also use advanced routing primarily for the queue overflow capabilities without defining skills.
Additionally, you can track the performance of advanced routing of incident sessions using standard reports available in Public Reports/Service/Advanced Routing.
You will need to complete the following tasks before you can configure and use advanced routing for incoming incidents.
- Define products and categories you will use for advanced routing. See Search Optimization Using Products, Categories, and Dispositions.
- Add product and category fields to the Live Help page of the customer portal.
- Create an advanced routing incident queue. See Add or Edit an Incident Queue.
- Create and activate a rule to route incidents to the advanced routing incident queue. See Overview of Business Rules.
- Assign advanced routing permissions to a profile. See Service Permissions.
Additionally, if you are using advanced routing with products or categories, you will need to configure skills and staff account skill scores to finish the configuration and begin using advanced routing for incoming incidents. See Assign the Skill Edit Permission in Profiles, Add Skills, and Assign Skill Scores to a Staff Account.