Gladly Routing Logic Certificate Course

Course Description

In a busy contact center, every second matters. Ensuring you’ve optimized your Gladly instance to meet your organization’s needs is vital. Gladly employs a sophisticated Routing Engine that intelligently delivers each Customer to an Agent, ensuring an ideal service experience.

This certification course will teach you how to optimize routing to operate a smooth-running contact center.

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.
• How to manage routing settings to tailor your Gladly instance based on your business needs.

Who should take this course

This course is designed for Administrators, but we encourage Team Managers and anyone who would like to learn how the Gladly Routing Engine works.