View and select the preferred routing method for Service, Service Group, or Agent Teams for voice and web chat. | Note |
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| | The Routing tab is not displayed if the ACD mode option No Acd is selected on the General Tab. |
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| Calls and web chats are routed to the agents assigned directly to this service when Service is selected as the preferred routing. Routing for asynchronous channels: Contains the following options to determine how Email, SMS, and Messaging threads are assigned to agents. - Auto: Email, SMS, and Messaging threads are automatically assigned to an available agent's inbox.
- Manual: Email, SMS, and Messaging threads remain in the group inbox.
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| Calls and web chats are routed to the agents assigned to the services associated with the service group when Service Group is selected as the preferred routing. - Service Group Name: The name assigned to the service group.
- Service Group Routing Type: The type of routing on the selected service group.
- Routing for asynchronous channels: Contains the following options to determine how Email, SMS, and Messaging threads are assigned to agents.
- Auto: Email, SMS, and Messaging threads are automatically assigned to an available agent's inbox.
- Manual: Email, SMS, and Messaging threads remain in the group inbox.
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| Calls and web chats are routed to the agents within the agent teams when Agent Teams is selected as the preferred routing. - Team Routing Type: The type of routing on the selected agent team.
- Routing for asynchronous channels: Contains the following options to determine how Email, SMS, and Messaging threads are assigned to agents.
- Auto: Email, SMS, and Messaging threads are automatically assigned to an available agents inbox.
- Manual: Email, SMS, and Messaging threads remain in the group inbox.
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Using the cog icon in the upper right-hand corner, you can specify which attributes to display. You can search for specific entries using a text entry in the Search for tool or by using the Filter menu and selecting search using the magnifier icon. Options available under Filter: - Active: Agents with a check in the Active box (can log in).
- All: Every agent regardless of active/inactive/locked status.
- Inactive: Agents without a check in the Active box (cannot log in).
- Locked: Agents that entered an incorrect password in excess of the site's configured limit (cannot log in).
- Agent Team: Agents assigned to a specific agent team.
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