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Introduction to Routing

To begin learning about Routing, it’s helpful to understand what it represents within Gladly. While at its core, Routing is the engine that determines the priority and order in which work gets assigned to Agents, its how that engine works that is powerful.

What is Routing?

Put simply, Routing is what happens when a Customer contacts you for assistance and is automatically routed to the best Agent that can help them most efficiently.

To make it even simpler, consider this example:

Think of your Gladly system as a set of hiking trails with each hiker as a Customer. There are multiple paths each hiker could take depending on their skill level, time, etc.

Similarly, there are multiple paths your Customers could take in Gladly depending on their needs, the Channel they’re contacting you on, and several other factors.

Q. Why is Routing important?

Effective Routing is vital to ensure your Agents are set up for success to accept the right workload and solve problems efficiently. For your Customers, it leads to an excellent experience that doesn’t take too long or leave them going around in circles.

How routing is different in Gladly

Ticket-Based Routing (Others)

Traditional ticket-based systems might assign conversations across Channels into separate tickets, or work items, for each Channel. So, what’s the problem? You might end up with multiple Agents addressing the same issue. Not only does this result in overlapping work, but your customers could receive inconsistent responses from your business.

When communications are separated by Channel, and each communication is treated as a single transaction, the process is prioritized over people.

Customer-Centered Routing (Gladly)

All customer conversations, across all channels, are tied to a customer’s profile so your agents don’t have to open up and resolve multiple tickets relating to the same customer request.

You’re able to leverage the Customer Profile to route more than a “place in line.” With Gladly, you can use the Customer Profile and situational scenarios to route Customers in a way that is tailored to your business.

Yes, all the traditional routing concepts are still available in Gladly (e.g., Rules, Business Hours) and are still crucial to how Gladly routes Customers. But, we can take it a step further by utilizing other tools unique to Gladly, like People Match and the Customer Profile, so that you can have complete visibility and context about your Customers.

How Customers are routed in Gladly

Order of priority

There are a variety of factors and nuances that go into properly routing Customers to Agents, which we’ll review throughout this course. By default, Customers are routed automatically to Agents in the following order of priority:

  1. Voice Customers
  2. Messaging Customers
  3. Unread Conversations in the My Customers list
  4. Unread Tasks in the My Customers list
  5. New Mail Messages from any Inbox(es)
  6. New Tasks from any Inbox(es)

Conversations that are “due” the soonest will be routed to an Agent first, based on the SLA for the Entry Point or the Inbox.

Unread Conversations and Tasks in My Customers list
Unread Conversations and unread Tasks are ordered by “due at”. This means that depending on when they are due, their order is interchangeable in the My Customers list. Whichever of the two is due soonest, will be ordered at higher priority in the list.

The default process of Routing

The Routing Engine looks at different factors to route Customers to an Agent. At a high level, the default process of routing Customers to Agents looks like this:

Now that you have a basic understanding of Routing in Glady, next you’ll learn about key concepts to help you grasp the finer details of Routing.