Manual Routing vs Automatic Routing (for Agents added to groups)

Objective

Differences between manual and automatic routing

Applies To

• Jumper
• Live chat

Procedure

Manual Routing

Manual routing does not automatically assign chats to a particular agent in the group. However, it shows the incoming requests in the Request tab and any agent within the group can pick the chat by responding to it.

The chats move between the 3 tabs based on user/agent actions.

1. If a user is in the Bot journey but requests for a human agent (via bot journey or triggers), the chat will move from Bot tab to the Request Tab.
2. Any chats that come directly into a channel and are not associated with a bot will immediately flow into the Requests Tab.
3. The Requests Tab is common for all agents as previously mentioned and any agent who responds first to a particular chat request will be now assigned to the chat.
4. As a result, the chat will now disappear from the Request Tab for all agents and only appear in the Active Chats tab of the assigned agent.
5. Once a conversation from the Active Chats of an agent is marked as Resolved, the chat will disappear from the Active Chats and appear under the Resolved Chat filter.

Automatic Routing

Automatic Routing within a group works in a round-robin fashion.
Example Scenario with 3 members in this group and when chat is assigned to this group: Chat 1 gets assigned to Agent A, Chat 2 to Agent B, Chat 3 to Agent C. However Chat 4 gets assigned to Agent A again and Chat 5 to Agent B, so on and so forth. The chats do not appear in the Requests Tab but go directly to the Active Chats tab of the user.

The chats move between the 2 tabs based on user/agent actions.

1. (Key Difference) If a user is in the Bot journey but requests for a human agent (via bot journey or triggers), the chat will move from the Bot tab to the Active Chats tab directly.
2. The agent who will get assigned for the chat is automatically decided by the system based on a round-robin fashion.
3. Once a conversation from the Active Chats of an agent is marked as Resolved, the chat will disappear from the Active Chats and appear under the Resolved Chat filter.