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How Customers are Routed

Generally speaking, when a Customer reaches out via their preferred Channel (e.g. they call in), Gladly primarily routes the inbound communication based on the Entry Point for the Channel and sends the request to the Inbox linked to the Entry Point.

Click through the graphic below to see this demonstrated with a visual representation of a routing scenario.

Click on the interactive icons in the image below to learn more.

Inbox Assignment

As you can see, Conversations and Tasks in Gladly need to be in an Inbox. While they can move between Inboxes, a Customer is only ever in one Inbox at a time, but their Tasks can be in the same Inbox or in other Inboxes.

Once something (like a Conversation or Task) is in an Inbox, it can be reassigned manually.

Agent Assignment

Once Work is placed in an Inbox, the Routing Engine will look to assign it to an Agent in that Inbox. The Routing Engine is looking for the right Agent to match with the right Customer.

To find the right Customer, it will look to:

  • Prioritization (of Conversations and/or Tasks)

To find the right Agent, it will look to:

  • Channel Availability
  • Capacity/Workload
  • Agent Ordering (if many Agents could help the same Customer)
  • Prioritization (through People Match)

Once a pair is established, that’s not always a guarantee that they will become the assignee who helps that Customer. Remember that sometimes, Agents must accept the offered Contact before it is assigned.

How Customer assignments are prioritized

Prioritizing by Channel

Depending on the Channel a Customer uses, they are prioritized differently. This is due to certain channels being prioritized for their immediate importance according to customer expectations. For example, Customers who reach out on real-time Channels like Voice, SMS, Chat, and Facebook Messenger expect to wait moments — not hours — to speak with an Agent. Gladly routes these Customers ahead of those who reach out over email, voicemail, or Tasks with due dates.

Use the graphic below to learn about the order that Customers are routed based on their Channel used.

Click on the interactive icons in the image below to learn more.

Due Date Priority
While People Match is factored into prioritizing Customers on Messaging Channels, if there is no priority boost score or a tied score, then the prioritization falls back to due date.

Prioritizing by due date

After prioritizing a Customer by Channel, prioritizing the Conversation is straightforward. All Conversations are prioritized by the earliest due date. This simply means that when a Conversation becomes routable a due date is automatically generated based on an SLA, and the nearer the due date, the higher the priority.

Use the video below to see some examples of this in Gladly:

How Agent assignments are prioritized

Once a Conversation is prioritized, it’s ready to be assigned to an Agent. Just like the Routing Engine sets the order of incoming Conversations, it also orders the Agents for assignment.

The Routing Engine seeks an Agent that has a combination of the most availability and best match for the Customer. So what does that mean?

Click through the graphic below to see process for finding the optimal Agent for each Customer.

Click on the interactive icons in the image below to learn more.

Now that you have an understanding of how an Agent is chosen for work, you’ll next learn what happens immediately after the Routing Agent finds an Agent to assign.