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How Agents Impact Routing

Gladly Routing is an automated system that’s fine-tuned to deliver Customers with a need, to an Agent that can help. However, when the Routing Engine connects a Customer (or Task) to a particular Agent, it’s not always guaranteed that the Agent will be assigned to that Work.

Agent assignment experience by Channel

The way Work gets assigned varies by Channel, and in some cases, can be changed by certain settings. Below, see how the Agent interacts with Gladly’s routing on each Channel.

Voice

If an Agent is available on Voice:
-They won’t be routed any new messaging Contacts from different Customers.
-They won’t be routed any new Mail from different Customers or Tasks.

Messaging

If an Agent is available on Messaging:
– They can be routed a voice call from internal routing activities (e.g., warm transfer, manual assignment, joining a conference call) but not from the Routing Engine (i.e., Customers calling in waiting for assistance).
– They won’t be routed any new messaging; however, the Agent can request more. Clicking Next will route new messaging Contacts until they reach the ceiling. If the Agent is at the ceiling for messaging, or there aren’t any messages left, then they’ll be routed Mail & Tasks.

Mail / Tasks

If an Agent is available on Mail & Tasks:
– They can be routed a voice call from internal routing activities (e.g., warm transfer, manual assignment, joining a conference call) but not from the Routing Engine (i.e., Customers calling in waiting for assistance).
– They can be routed new messaging Contacts.

Reassignment of Work

Despite the best efforts of the Routing Engine, there’s times where the assignment of a Conversation needs to change. This can happen for a variety of reasons, but it’s important to recognize that this can happen via automated reassignment rules or by manual reassignment.

Automated Reassignment

If the Agent is assigned but does not help the Customer in a timely fashion, their Work can be unassigned, making the Work routable to another Agent.

Why would a Conversation get automatically reassigned from one Agent to another?

Consider this scenario:

An agent is assigned a Chat from a Customer right before they plan to log off for the day. The agent proceeds to log out leaving the Customer without help on Chat. A reassignment rule is triggered, automatically restarting the Routing Engine to find a new, available Agent to help the Customer via Chat.

Inbox Reassignment
When Work is reassigned to an Inbox (when the current Agent is “unassigned”), either manually or automatically, this begins the routing process again. The Routing Engine will begin looking for an Agent to assign.

Manual Reassignment

In some instances, a Conversation may need to be manually reassigned. Manual transfer of Work from one Agent to another will bypass the Routing Engine — in this case, the assigning Agent performs the act of routing.

Why would a Conversation get manually reassigned from one Agent to another?

Consider this scenario:

A Customer chats in to discuss a line of apparel products. Through the chat, the initially assigned Agent recognizes that based on the type of products the Customer is looking at, they qualify for an internal program which grants the Customer a Dedicated Hero. The Agent manually assigns the Customer to their new Dedicated Hero in order to allow them to handle the inquiry.