The Routing tab enables you to view and select a routing method for synchronous channels, such as voice and chat, as well as asynchronous channels, such as Short Message Service (SMS) and Email.
The Routing tab is not displayed if No ACD is selected for Automatic Call Distributor (ACD) mode in the General tab.
Routing for Synchronous Channels
This option allows you to set the preferred routing method for voice and web chat. The available options are:
- Service: Displays the agents associated with the service. These are the agents who have direct access to the service.
- Service group: Displays the service group to which the inbound or outbound service is associated, as well as the agents associated with these services. Additionally, displays the Service Group Routing Type for the target service group.
- Agent Teams: Displays the agent teams assigned with the service, as well as the agents belonging to the assigned agent teams. Additionally, displays the Agent Team Routing Type for the target agent team.
Routing for Asynchronous Channels
This option allows you to set the preferred routing method for inbound conversations from digital channels, such as Short Message Service (SMS), Email, WhatsApp, and Facebook. The available options are:
- Manual (default): Routes conversations from digital channels to a group inbox and agents can manually transfer (pull) conversations from the group inbox to their personal inbox.
- Auto: Automatically routes conversations from digital channels to an agent's personal inbox.
Agent
The Agent section of the Routing tab allows you to view existing agents and their information. Double-click an agent row to update an agent's information.
The Filter and Search fields allow you to search for agents using the drop-down and magnifier respectively. Click the cog icon to open the Customize Columns window and select the fields you want to view on the Agent grid.
For more information about agent and filter/search tools, visit the Viewing Existing Agents and Creating Agent Profile sections