Home > How the tag routing works for proactive chats

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(Last Updated On: August 16, 2018)

Let us assume that we have three agents set up in a widget; Jasmin, Jon and Dante. All three of them have been assigned with tags based on the languages they speak and whether they should be handling support or sales chats.

Jasmin has been tagged with German, English, sales and support, Jon with English, French, Spanish, Mandarin and support

jasminjon

 

and Dante with English, German, Greek and sales

dante

Let us now consider the below scenarios always taking into consideration that a chat is assigned based on match count and taking as a given that at the beginning of each scenario, all agents have zero (0) ongoing chats.

For proactive chats, agent tags will supersede agent tiers, meaning that if no agent in tier 1 has a matching tag, it will route to an agent in tier 2 with the matching tag instead of just picking an available agent without a matching tag in the same tier.

1. Single tag match

A proactive chat that has been configured with the Greek tag will always get assigned to Dante since he is the only one assigned with this tag

greek

2. Multiple tag match

A proactive chat that has been configured with the German and Support tags will always get assigned to Jasmin since she has both matching tags. Jon and Dante have only one each.

3. “Tie” match

A proactive chat that has been configured with the English tag will get assigned randomly to any of the three agents since they all have the one matching tag.

A proactive chat that has been configured with the Mandarin and Sales tags will get assigned randomly to any of the three agents since they all have one matching tag.

A proactive chat that has been configured with the German and Sales tags will get assigned randomly to either Jasmin or Dante since they both have two matching tags.


Please note that in the case of a “tie” match and if one of the agents is busier with chats than the other, the chat will then be assigned to the least busy agent.

In the last example, if Jon was already handling two chats and Dante one, a proactive chat tagged with English and Spanish would be assigned to Dante.

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Published February 15, 2017