Gladly Routing Behavior for Agents

Course Description

Agents are on the frontline, working to delight customers with excellent service. While focused on these interactions, Gladly systematically matches Agents with the right Customers at the right time. In this course, you will learn how and when Gladly routes Customers to you as an Agent.

What you’ll learn

• How Gladly’s routing system works to assign work to Agents automatically.
• What Agents can expect when receiving Contacts from multiple Channels, along with practical examples.

Who should take this course

This course is designed primarily for Agents and Team Managers, but we encourage Administrators or anyone wanting to understand better how routing engine logic transpires in the Agent UX.