![]() ![]() agent availability, agent skills, agent workload, etc.To own a business, you need customers, and for that business to prevail, you need to provide the best services to those customers. You can set up routing triggers based a number of parameters e.g. Routing Conversations using IrisAgent's Routing RulesIrisAgent can route conversations using its inbuilt Routing Engine as described in the previous sections. Any custom attribute in the ticket derived from the ticketing system or customer's backend APIs.These tags can be based on any or all parameters in the below Ticket details: You can set up routing triggers in your Ticketing System that can read those applied tags. Routing Conversations based on Ticketing System's Routing RulesIrisAgent can apply tags to tickets originating from a conversation in IrisGPT chatbot. You can set up routing triggers based on any or all parameters to route conversations to agents based on two approaches as below. either when the user asks to speak to agent, or when the user asks a question that IrisGPT cannot answer, or based on any preconfigured triggers. IrisGPT can be configured to automatically create tickets in your ticketing system, such as Zendesk, Salesforce, etc. Routing Conversations created from IrisAgent's Chatbot, IrisGPT IrisGPT is an AI-powered chatbot that can be deployed on your website. ![]() Weighted by Workload and Limits: Routing among available agents based on workload of the agents while enforcing individual agent's workload limits.Round Robin: Routing among available agents based on a basic approach of choosing all agent equally in.Current workload: Number of open cases in real-time, computed automatically.Ĭreating Routing Rules based on different Routing algorithms You can set up routing triggers based on any or all Routing algorithms:.Skills or expertise: This can either be manually entered or imported, or automatically computed based on AI.Creating Routing Rules based on Agent details You can set up routing triggers based on any or all parameters in the below Agent details: Below is a comprehensive list of agent details and routing controls. Alternatively, you can also manage all of this information in IrisAgent's admin portal. These options can be directly imported from your ticketing systems, e.g., Zendesk, Salesforce, etc., or imported from a custom channel, such as Calendar apps, documentation pages, CSV files, etc. Managing Agent Availability and Skills You can add fine-grained agent details and routing controls and configuration options. In addition, you can add intelligence to your Routing trigger by leveraging AI-powered ticket priority and customer health signals to ensure that critical tickets are routed to the experts in your team. For example, you can set up rules such as automatically route billing inquiry tickets to available agents in the billing sub-team while ensuring workload limits and agegnt work hours are enforced. Setting up Routing Rules The Triggers product can support composite conditions and actions. Because IrisAgent also automates ticket tagging and prioritization and agent skill assessment, it can intelligently identiy domain experts and route tickets based on ticket tags and priority. It supports dynamic rules such as setting up soft and hard limits on number of assigned cases and real-time queue size. Getting Started with Automatic Ticket Routing IrisAgent provides robust and configurable rule engine to automate your ticket routing process based on agent skills, availability, business hours, ticket intent/tags, statuses, and priority, and configurable dynamic rules.
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