LiveBank application has its own, built-in routing system. The routing mechanism is simply responsible for managing contacts from clients:
- contacts prioritization depending on contact type or topic/case type
- assigning to the appropriate agent according to the rules that best suit business needs
- queueing, if the proper agent is not accessible or service is out of working hours
Setting priority of incoming contacts is called “call selection policy”. When a few contacts from different channels come in the same moment, the user can set that e.g. incoming audio/video contact has got higher priority than incoming chat contact or which contact from the same channel, depending on the topic, should be answered by the agent first.
Assigning the best agent is called “agent selection policy”. It is connected with checking the agent’s skills, experience, and occupancy.
If the agent is not accessible (e.g. talking) or the service is out of working hours, the conversation can be placed in a queue, and there waits for the moment that can be routed to the agent.