Routing proactive chats

This article will provide a broad overview of how routing by tag works for proactive chats.

Imagine we have three agents set up in a widget; Percy, Archie and Kodi. All of them have been assigned with tags based on which languages they can speak and if they should be handling sales or support chats. 

Percy has been tagged with Spanish, English, sales and support, Archie with French, English, German, Italian and support, and Kodi with English, Spanish, Swedish and sales.

Below we’ll show some scenarios always taking into consideration that a chat is assigned based on the match count and assuming that at the start of each scenario, all the agents have no ongoing chats.

In the case of proactive chats, agent tags will overrule agent tiers, this meaning that if no agent in tier 1 has a matching tag, it will go to an agent in tier 2 with the matching tag instead of just choosing an available agent without a matching tag in the same tier.

• Single tag match

If a proactive chat has been configured with the Swedish tag, it will always be assigned to Kodi since he is the only one with this tag.

• Multiple tag match

If a proactive chat has been configured with the Spanish and support tages, it will be assigned to Percy as both Archie and Kodi only have one each. 

• ‘Tie’ match 

If a proactive chat has been configured with the English tag it will be randomly assigned to any of the three agents above as they all have the one matching tag.

If a proactive chat has been configured with the Italian and sales tags then it will be randomly assigned to any of the three agents as they all have one matching tag. 

If a proactive chat has been configured with the Spanish and sales tag it will be randomly assigned to either Percy or Kodi since they both have two matching tags.

In the case of a ‘tie’ match the chat will be assigned to the least busy of the two agents. For example, if Archie already had two chats and Kodi one, a proactive chat tagged with English and Italian would be assigned to Kodi.