Intelligent Routing

Based on the conditions configured within the rules, any chat fulfilling these conditions will be assigned to a skill or live/virtual agent. Once the skills are created, rules can be created using a combination of various customer and chat attributes. The rules will be triggered when a new chat is created.

The Intelligent Routing (IR) feature allows you to define rules and auto-assign chats to agents based on these pre-configured rules. In the LiveChat widget, you can configure rules based on customer attributes, inbound messages, chat attributes, and pre-chat survey fields. You can assign a chat to a queue, a particular skill, or an individual agent.

The intelligent routing feature is supported on SMS, Email, Facebook, Twitter, API, and LiveChat channels. These rules are applicable for new chats alone. The first inbound message of a conversation gets picked while processing the routing rules.

You can use a parameter called Chat Creation Time to route chats on channels (WhatsApp and Apple Messages for Business) that do not support intelligent routing to a skill. Using the Chat Creation Time parameter, you can configure rules for chats created in a specified time interval. Further, the parameter is even applicable to conversations created via API.

To configure an IR rule, you must define routing attributes, assign custom attributes to agent profiles, and configure skills. The following sections detail the brief steps to configure them.

Assign custom attributes to agent profiles

Follow these steps to assign a custom attribute to an agent profile :

1. Log in as client admin and navigate to the Users section.
2. Add a user profile or edit an existing one to view the profile details page.
3. Under the Custom attributes section, add a custom attribute.
4. Choose a Key from the list of pre-defined custom attributes and provide a Value.
5. Click Submit to save the attributes.

Add Skill

The skills help group users (agents) logically based on their attributes.

Follow these steps to add a skill:

1. Navigate to Client Admin Console > Groups and select a group.
2. Click the Teams tab and select a team.
3. Click the Skills tab.
4. Click Add skill.
5. Enter Skill name and Description.
6. Create a skill using a combination of custom attributes in the rule builder.
7. Click Save changes.

Add an IR rule

Based on the conditions configured within the rules, any chat fulfilling these conditions will be assigned to a skill or live/virtual agent. Once the skills are created, rules can be created using a combination of various customer and chat attributes. The rules will be triggered when a new chat is created.

To configure an intelligent routing rule, follow these steps:

1. Login to Webex Engage.
2. Click the Try new version button on the top-right corner of the application.

The Webex Engage React application will launch.

3. Click the Intelligent routing menu.
   The following screen appears.

4. Click Add rule on the top-right corner of the intelligent routing screen.
   The following screen appears.

5. Enter Rule name.
6. Select the Channel and Asset from the respective drop-down lists for all the channels except Livechat.
7. When you select the Livechat channel from the Channel drop-down list, an additional drop-down list, the Website name, appears beside the Asset name drop-down list. Select the Website name from the drop-down list.

8. Click the Add condition and build a rule using a combination of conditions on customer and chat properties. Additionally, if you know the attribute, you can enter the attribute name directly in the Search field and quickly select the required results.

Define the chat assignment condition.

9. Select the Queue radio button to assign the chat to the team's queue.

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Note:

In case a chat matches the conditions of a rule but none of the agents are available to accept chats (because of a limit on the threshold), the chat will be assigned to the team's queue.

10. If you select the Particular skill radio button, the Skill drop-down list appears. The drop-down lists all the configured skills for a team.

11. If you select the Individual assignee radio button, the Assignee drop-down list appears—the drop-down lists all the available live and virtual agents.

12. You can skip a routing rule instead of queuing the chat with the same skill based on the following conditions, allowing businesses to offer lower wait times.

• Team is out of office: When you turn ON this toggle, the system checks the condition first, skips the rule if the team is not in operational hours, and checks the consecutive rules defined for that team.
• Agents are unavailable: When you turn ON this toggle, the system checks the condition first and skips the rule if the individual agent or skilled agents are unavailable to accept chats within the selected team.
• Agents are occupied: When you turn ON this toggle, the system checks the condition first and skips the rule if the individual agent or skilled agent groups have reached their chat concurrency threshold.

If all the conditions are enabled, the system skips the rule based on the above sub-conditions else; it will execute other configured rules.

13. Enable the required sub-conditions.
14. Click Save and close to save the rule.
15. Click Save and publish to publish the rule.
    The success message appears on the screen.
16. If you assign chats to a skill (while adding/editing an IR rule) that has no users under them, the application displays a warning message.

Edit an IR rule

To an IR rule, follow these steps:

1. Login to Webex Engage.
2. Click the Try new version button on the top-right corner of the application.

The Webex Engage React application will launch.

3. Click the Intelligent routing menu.
   The following screen appears.

4. Click the Edit icon in the Actions column of a specific IR rule.

The following screen appears.

5. Edit the required fields.
6. When you edit a skill, the application throws an error message with the list of routing rules that might be affected. Click Save to continue. Else, click Close.
7. Click Save and closeto save the IR rule.
8. Click Save and publish, to publish the rule.
   The success message appears on the screen.

Delete an IR rule

To delete an IR rule, follow these steps:

1. Login to Webex Engage.
2. Click the Try new version button on the top-right corner of the application.

The Webex Engage React application will launch.

3. Click the Intelligent routing menu.
   The following screen appears.

4. Click the Delete icon in the Actions column of a specific IR rule.

The following confirmation pop-up window appears on the screen.

5. Click Delete rule.

Unpublish an IR rule

To unpublish an IR rule, follow these steps:

1. Login to Webex Engage.
2. Click the Try new version button on the top-right corner of the application.

The Webex Engage React application will launch.

3. Click the Intelligent routing menu.
   The following screen appears.

4. Click the Publish/Unpublish icon in the Actions column of a specific IR rule.

A success message appears on the screen.

Search an IR rule

To search for an IR rule, enter the search criterion in the Seach field. The individual results will appear on the screen.

If you select a channel and asset from the respective drop-down lists, the rules created for the specific channel and asset will be listed on the screen.

Content-based Routing

As a client admin user, you can configure routing rules based on the presence of certain keywords or phrases within an incoming message. This can be achieved using the inbound message attribute under chat attributes on all channels except email.

Content-based routing rules can be configured using the Equal to or Contains operator on one or more keywords or phrases.

For Email as a channel, this feature applies only to the subject line but not the email body.

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Note:

• A maximum of 50 characters are allowed for keywords/phrases in these rules. If you have a use case that requires more characters, multiple rules can be chained using the AND or OR constructs.

• Trailing spaces are ignored if present in the configured phrase.

• A minimum of Three characters must be given when using the contains operator.

• When using the contains operator, spaces between multiple words in a phrase are ignored when checking at runtime.
  For example, if you want to check whether a message contains the phrase debit card, the rule will be activated for both the messages I have an issue with my debit card and I want a new debit card.