Adding a skill-based routing queue for chat

This procedure explains the steps to create a new skill-based routing queue for chat, ensuring that incoming chat requests are routed to the most qualified agents based on predefined skill criteria.

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To add a new Skill-Based Routing Queue for chat:

1.

Open the Queues page (Configuration > Routing > Queues); the following appears:

2.

Click Add New; a drop-down menu appears:

3.

From the drop-down menu, choose Add Skill-based Routing Queue.

4.

In the 'Name' field, enter the name of the Queue.

5.

In the 'Description' field, enter a short description for the Queue.

6.

Select the Chat tab; the following appears:

7.

Click the toggle button to enable the establishment of the channel for the queue.

8.

From the ‘Routing Type’ drop-down list, select the appropriate routing type:

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Round Robin: (Default) Sequentially searches for a Worker within the queue.

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Longest Available Worker: Routes chats based on the worker who has not answered queue chat interactions for the longest time.

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Skill-based Priority Routing: Routes calls based on the Worker level of expertise (score level per skill).

9.

Select the ‘Route to Last Worker’ check box to route a returning customer to the last agent who handled the customer interaction. If the last agent is unavailable, the interaction is forwarded to the next available skilled Worker.

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In the ‘Last Interaction (Days)’ field, define the maximum period for which a returning customer is routed to the last agent.

10.

From the ‘Workers’ drop-down list, select the appropriate Worker names.

11.

From the ‘Wrap-up Events Group’ drop-down list, select the appropriate value.

12.

From the ‘Conversation Template’ drop-down list, select the template group.

13.

Click the Enable Conversation Transcripts toggle button to turn on the feature that allows Webchat users to download their conversation transcripts with the Workers.

14.

From the ‘Attachment Sharing’ drop-down list, select the Webchat participants that are allowed to transfer files.

15.

In the 'Max. Chats in Queue' field, enter the maximum number of chats that can wait in the queue (1 to 120). When the maximum number of calls is reached, the user is automatically transferred to the relevant action, which is configured under the When the Max. number of chats is reached group ('Action' and 'Data' fields).

16.

In the 'Max. Wait Time' field, enter the maximum time that a chat can wait in the queue. When the maximum waiting time is reached, the user is automatically transferred to the relevant action, which is configured under the When the Max. wait time is reached group ('Action' and 'Data' fields).

17.

Click Save Changes.