The LiveBank app has its own built-in routing system. The routing mechanism is limited to managing customer contacts:
- Prioritize contacts based on contact type, subject, or case type
- assign the appropriate agent based on the guidelines that best meet the company’s needs
- It is placed in a queue if the appropriate agent cannot be reached or if the service is requested outside of business hours.
Prioritizing incoming calls is known as a “call selection policy.” When multiple calls from different channels arrive at the same time, the user can, for example, set audio or video calls to have higher priority than chat calls, or determine which call from the same channel—based on the subject—the agent should handle first.
The process of assigning the best agent is called the “agent selection policy.” It involves verifying the agent’s skills, experience, and availability.
If it is not possible to reach an agent (for example, because they are busy) or if the call is made outside of business hours, it can be placed in a queue, where it will remain until an agent is assigned to it.
