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Additional Routing

Below, you’ll find additional routing information that’s not Channel-specific.

Assign Conversation to a Different Inbox or Agent

There are situations where you may need to re-assign a Conversation to a different Inbox or Agent if a different skill/specialization is required to help the Customer. For example, you can reassign a Conversation to an Inbox specializing in billing questions. You can also reassign a Conversation to a particular Agent with a specialized skill, like one who speaks Spanish.

Reassigning Conversations bypasses routing.
As soon as the Conversation is manually reassigned, it goes straight to that Inbox or Agent and disregards any routing process or rules.

Reassigning Conversations bypasses routing. As soon as the Conversation is manually reassigned, it goes straight to that Inbox or Agent and disregards any routing process or rules.

Reassignment Rules

You’ll learn more about Rules later in this course. However, one important item to note is that most organizations utilize a “Reassignment Rule” that ensures Work is automatically reassigned when an Agent hasn’t helped a Customer in a timely fashion. A reassignment rule would take the assigned Work, for example a chat from a Customer, and reassign it away from the currently assigned Agent to ensure the Customer need is addressed.

Focus

Focus allows an Agent to pause Conversations from being routed to them for a period of time. If you turn Focus on, you’ll become unavailable for all Channels, and as soon as you turn Focus off, you’ll resume availability for any Channels you had previously been available for.

Focus is an optional feature
If you don’t see the Focus icon, it’s currently not activated for your organization. It must be turned on by an administrator to use.

Great work! You’ve covered the bulk of how Gladly routing works. Next, you’ll see how routing can be customized for your organization.