Route conversations to agents

Routing allows you to organize and collect conversations or tasks and route them to your agents using a set of criteria defined in queue rules. Routing conversations allows you to:Accurately calculate the estimated wait timeTrack and monitor user availabilityMeasure team capacity against inbound volume for scalabilityRoute custom tasks to teamsWho can access this feature?User typesAdmins can access the Routing page.In this articleKey terminologyKustomer routing modelConversation modelQueuesRulesSkill-based routingTasksUser statusesRouting profileReporting & metricsThe user experienceKey terminologyTo better understand routing, the following terms must be defined:QueuesBuckets, or containers, that organize inbound conversations from newest to oldest. Conversations in a queue are then routed to available agents based on queue rules. See Create and configure queues.RulesCustomer, conversation, message, or company criteria that determine what queue a conversation should be in. See Create queue rules.Capacity The amount of conversations an agent can have in their inbox. This limit is based on their team assignment.WeightThe total space allocation a conversation takes up in an agent's inbox. Routing profilesTeam-based routing configurations that determine what queues a team can access. See Team routing profiles.SkillsRoute conversations to agents based on a preferred skill set or expertise.TasksRoute custom tasks to teams to enhance team productivityThird-party voice queuesRoute phone calls to the selected team and are enabled outside of Kustomer, such as Amazon Connect.User statusesThe states an agent can be in to determine whether they are available or unavailable for routed conversations. See User statuses.RouterThe logic that takes unassigned conversations from a queue and assigns them to available agents under capacity.Kustomer routing modelThe following diagram illustrates how the queue system works with our platform in relation to workflows, conversation metrics, and routing logic.Conversation modelWhen a conversation is created, it will first go through your configured workflows. Once that is complete, the conversation is passed through queue rules to determine which queue it should be in.Before a conversation, such as chat or voice, reaches Kustomer, we can track when they were initiated and calculate IVR time. This is the time the user spends in the IVR tree for voice. For chat, this is the time the customer spends replying to the conversational assistant. Once queued, we track the time the customer spends in the queue as "wait time".QueuesWith queues, you can automatically route inbound conversations from any channel to agents within Kustomer. Queues use a set of advanced rules with access to customer and conversation data to manage where each inbound conversation is routed. Once assigned to a queue, an inbound conversation will wait for an agent to become available.Routing can be customized for each team, allowing you to determine how much work they receive and the queues for which they are responsible. Settings help you control whether agents are required to accept conversations and when a queued conversation will time out if it is not accepted.You can use routing to:Route inbound chats to a chat team.Route email from VIP customers to a VIP team.Route social messages to a social team.RulesConversations will always run through workflows before being sent to the queue rules logic. This means that you can use workflows to set conversation, message, or customer properties that can be used by the queue rules to determine where it will be routed. For example, you can have a workflow that adds a tag to a conversation with an order status of "return request". A queue rule can use that tag to ensure their emails are placed in the Returns queue. This helps ensure you have the most flexibility when routing conversations to agents.Note: Unlike searches, conversations can only exist in one queue either by queue rules or manual assignment.Skill-based routingSkill-based routing directs conversations to agents best suited to assist the customer. Skills can include things like specific expertise in a product area or language proficiency. To learn more, see Understand skill-based routing.TasksUse routing to efficiently manage and delegate work across teams by enabling tasks to be routed to the appropriate agents or departments. To learn more, see Understand tasks.User statusesStatuses allow agents to become available for teams and their associated queues. Beyond the need to become Available and unavailable for conversations, user statuses help organizations understand their capacity and the resources required to service customers daily. By creating custom statuses, you'll be able to see when an agent has gone to lunch or might otherwise be unavailable to wrap up a difficult conversation.Routing profilesTeams have a routing profile that allows you to determine which queues agents on the team will be assigned conversations from and their total user capacity for their inbox. A router will check queues for new conversations waiting to be assigned against the agents in the team assigned to that queue. The router will then determine which agent gets their assignments based on their user status. If an agent is available and has the capacity, they'll be routed conversations.Reporting & metricsKustomer provides tools to help you analyze your queues and agents' performance.Routing standard reportThe Routing standard report allows you to see your queues and their performance, monitor agent availability, and monitor customer wait time. You can view all your queues in a single report or on an individual level and easily group individual queues together.Certain plans also include a Live Dashboard, which updates every 15 seconds. This live dashboard can go full-screen to display your queue metrics on monitors around your office.Team Pulse live dashboardThe Team Pulse dashboard lets you see your agents' work in real-time and how your queues operate within your platform. The agent dashboard displays your agents' user status, which conversation they are working on, and their current capacity. These live dashboards will help you manage your team and routing more effectively at a glance without directly consulting users for updates.The user experienceUsers will log into Kustomer and have access to their User Toolbar. This toolbar is where all the routing and call functionality exists.Users on multiple teams can select which team they want to go online for using the status fly-out. Switching teams can be done quickly if agents help across your organization.User Inbox shows the user all their assigned and snoozed conversations and the customers they recently viewed. Once a conversation is closed, the customer will appear in the recently viewed area. Agents that are part of a team that has routing will no longer see the Currently Viewing panel, which shows the conversations that an agent viewed regardless of whether it was assigned to them. Users on multiple teams can switch between teams with routing enabled from the menu.Users can change their status to control their availability in the router. Users who go Available will get conversations routed to them from their assigned queues. Depending on the settings turned on, when a user goes Offline, their assigned conversations may be unassigned and put back into the queue to be routed to a new user.Depending on the settings turned on, users may need to accept conversations routed to them to reply. If they don't accept it in a determined timeframe, the conversation will move to the next user, and the user who passed on it will be placed into an unavailable status.Marking a conversation done when it has required fields will place the conversation into wrap-up until the required fields are completed.Users can reassign conversations to other users with the assignment options.Reassigning a conversation to a different queue will clear the user and team assignment and place it in the new queue to be routed to a new user.Users can select conversations in bulk and assign them to one of the established queues. Any assigned users or teams will be unassigned when transferring conversations to a different queue.

Routing is one of the primary methods available in Kustomer for assigning conversations to support agents. In the Routing settings, you can pick general settings for your queues and apply advanced configurations to all of them.Who can access this feature?User typesAdmins can access the Routing page.In this articleGeneral queue settingsSet a dedicated agentAdvanced configurationsYou can find all the available queue settings by going to Settings   > Platform > Routing and selecting the Settings tab.General queue settingsThe settings on this page are applied as a general default for all queues.Assigning ItemsThis setting allows you to determine whether an agent must accept routed work manually or if it is automatically assigned to them. Accept TimeoutThis setting can be modified when you select Require users to manually accept routed conversations in the Assigning Items setting. Accept Timeout determines how long a routed item will wait for an agent to manually accept it before it's routed to the next available agent. The default value is 30 seconds.Note: If you do not accept an item within the time frame, your user status will be changed to Unavailable.Automatic User UnassignmentThis allows you to automatically unassign a conversation if it's reopened from a Done status while the agent is not in an available status. The conversation will be put back into the last queue it was routed from so it can be reassigned to another available agent.Requeue When OfflineWhen an agent goes offline, their open and snoozed conversations are moved back into the queue to get assigned to another available agent.Note: You can also apply individual settings per queue for the Automatic User Unassignment and Requeue When Offline settings. When you modify the settings for an individual queue on its settings page, you can select an option that applies to that queue specifically or Use general queue settings, which falls back to the general settings you select on the General Queue Settings page.Agent TimeoutThis lets you determine how long an agent can remain unavailable before being put offline and reassigning the conversations in their queue. This setting is designed to help catch unanswered tickets when an agent forgets to change their status when signing off for the day, or if they lose their internet connection. The minimum time is 45 minutes, and the maximum is 3 days.Set a dedicated agentA feature of Routing that allows a single member of your team to support a given customer routinely. This allows you to offer white-glove service by routinely matching a customer with a consistent team member. This increases the likelihood an inquiry is handled efficiently and effectively by a familiar point of contact while also factoring in your agents' current capacity and availability. Advanced configurationsAdditional settings for specific use cases are at the bottom of the Routing settings, under the Advanced configurationsAllow Routing of All ConversationsBy default, only inbound conversations are queued and routed to Kustomer agents. Turn on this setting to change this so that both outbound conversations and notes can be queued.Most organizations don't use this, but this option could be useful on teams requiring specialized teams to perform callbacks to customers. In this scenario, after turning on this setting, you could have a call come in automatically to create a note in a conversation and then route that to an expert team with all the information they'd need to follow up.Open conversations that contain at least 1 internal note or outbound message will be routed.Maintain Original Position in QueueThis setting returns a conversation that is reopened to its original position in the queue before it was marked as done. This can help customize your preferred queue behavior if your organization handles a lot of reopened conversations.With this setting turned on, as long as a conversation is reopened, it will be placed back in the queue in the same position it was in.With this setting turned off, a reopened conversation will be sent to the end of the line if it was reopened from a Done status. This may be useful to prevent line-cutting if you have customers who tend to reply to their earlier conversations with unrelated issues repeatedly.Note: This setting only pertains to items that are marked as Done. It will not affect routing on conversations that are Snoozed.Pause Lower Priority RoutingThis blocks lower-priority conversations from being routed to an agent if the agent is working on a higher-priority item. This option is designed for teams that use Capacity by Priority to route conversations, an advanced configuration found in the team's Routing Profile settings.Pausing lower-priority routing can be helpful if your organization is focused on optimizing the time agents spend on some conversations versus others. When turned on, this setting will avoid assigning an agent any conversations rated lower priority than the conversation they're currently working on.

Routing lets you get customer inquiries and tasks from internal teams to the right agent. You can automatically route tasks and conversations from any channel to available agents with queues. Queues can be seen as buckets, or containers, which hold conversations waiting to be assigned to an agent based on criteria you set through queue rules. Queues can be prioritized so that you can determine which conversations are of higher priority and should be routed to an agent first. You can also control the weight or size of a conversation in a queue, which ensures agents can focus on the important conversations in their inbox.Who can access this feature?User typesAdmins can access the Routing page.In this articleCreate a queueAdvanced queue configurationsDelete a queueCreate a queueA default queue is preconfigured and cannot be edited or deleted. This default helps ensure that any conversation that doesn't match one of your queue rules is still assigned to a queue. When you add a queue, you can be guided through configuring a new queue using our setup wizard or set up the queue manually.To create a queue with the setup wizard:Go to Settings> Platform > Routing.Select Add Queue and choose Configure the basics from the window that opens.Follow the remaining steps in the setup wizard to be guided through creating a new queue.The guided setup will allow you to specify the name, description, priority, and conversation weight of a new queue, set up a queue rule, and assign teams to the queue.Note: If you create a queue rule in the wizard, you must activate the rule to route conversations to queues. To do this, go to Settings > Platform > Routing, choose the Rules tab, and then turn on the toggle next to the rule.For advanced users who prefer to create a rule without additional guidance, we also still offer a manual setup option. The manual setup will only create the queue and will not configure any rules or team assignments.To create a queue manually:Go to Settings> Platform > Routing.Select Add Queue and choose Set Up Manually from the window that opens.Enter the following information:Queue Name is the internal name of the queue.Queue Display Name is the name your customers will see when asked to pre-select a queue in a chat conversation.Queue Description provides context on how the queue is used.Enter a value for Queue Priority. For more information, see Understand queue priority.Select Save Changes.Advanced queue configurationsYou can set more advanced settings for your queues with the following options.Queue Key NameWith queue keys, you can assign similar conversations to a queue using conversation or customer attributes in their raw format. If you are creating this queue to use with a queue key, enter the queue's name in this box.Restrict User TransfersTurn this option on to prevent users from manually transferring conversations into this queue. For more information on how users can manually transfer a conversation to a queue, see Conversation Details.Note: Workflows and queue rules are not affected by this setting and will continue to assign conversations into this queue.Conversation WeightYou can also specify the weight of the conversations going into that specific queue.Conversation weight is the total allocation of space that the conversation will take up in an agent's inbox. Think of this number as the size of the conversation. How many conversations an agent will be allowed to view will depend on the size of their inbox (capacity) and the size of the conversations being routed to them. Conversation weight can be any number between 1 and 100.Conversation weight assignments only take effect when the conversation enters a queue. If you change the conversation weight in the Queue settings after the conversation enters the queue, the conversation will continue to reflect the original weight.Think of a moving truck to better understand the concept of conversation weight. Let's say that your truck has a total capacity of 10. If each one of your packing boxes has a weight (total allocation of space) of 2, the moving truck will only be able to fit 5 boxes at a time since it will reach capacity once the weight in it reaches 10.Delete a queueYou have the option to delete queues if they are no longer needed. To delete a queue, you will first need to:Delete queue rules associated with the queue.Remove all conversations from that queue.Remove any work items that were left in a queued state.1. Delete queue rulesAll queue rules associated with the queue you are deleting must be deleted first. You will see a notification alerting you of this if you try to delete a queue that still has a queue rule assigned to it.The rules associated with a queue can be seen in the Queue Rules column.To delete a rule:Go to Settings> Platform > Routing and choose the Rules tab.Select Edit Rule  for the rule to be deleted.  Select Delete in the bottom left corner of the screen and then confirm that you want to delete the rule permanently.2. Remove conversations from a queueAll conversations must be removed from the queue. Before the queue can be deleted, any conversations in it must be moved to another queue or deleted. To find conversations in a queue, create a search to locate all conversations in the queue (see Create and edit searches). For search criteria in the Conditions section, select Conversation > Queue > is equal to and select the queue you will delete from the remaining dropdown. See example below:Conversations currently in that queue will populate the space below. Click Save in the lower right corner of the Conditions section. This will enable bulk actions to select all the conversations and transfer them to another queue.Click the Assignicon select a queue to move the conversations to in the Transfer to a Queue section.Once you've cleared the queue of assigned rules and conversations, you can delete the queue by returning to Settings> Platform > Routing and selecting Delete .3. Remove all work items in the queueYou may already be able to remove the queue after steps 1 and 2, but in some cases, you may still see an error that Queue deletion failed. Cannot delete a queue that contains queued conversations.This is usually caused by work items that were left in a queued state. To resolve this scenario, you need to query the queue's endpoint for work-items with a status of queued and find the associated conversations. Once you identify the conversations, you can resolve the leftover items.To find the work items in a queued status, use the following endpoint query to return all work items that have their status set to completed:/v1/routing/queues/queueId/work-items?status=queuedNext, review any work items returned in this endpoint query to identify the associated conversations. Inspect the work item for the conversation ID.Once all the conversations have been identified, cycle the status of each returned conversation to resynchronize the work items and change the status from queued. You can cycle the status by:Reopening the conversation and marking it done againCanceling a snooze, then snoozing the conversation againAfter all the applicable conversations have had their status cycled and all the work-items' statuses have been reset, the queue should be ready for deletion.Related articles:Understand tasksTutorial: Route a custom taskUnderstand skill-based routingTutorial: Assign a conversation to an agent based on skill

Queue rules allow you to determine how inbound conversations and tasks are assigned to a queue using customer, conversation, or company data. For example, you can create rules that assign conversations to queues based on the channel they came through, the native language of the customer contacting you, their company name, or the support area requested, such as the returns department. Additionally, you can create skill rules that route conversations directly to agents with specific expertise, ensuring the best agent handles the inquiry. Once in a queue, the conversation or task is routed to an available agent.Who can access this feature?User typesAdmins can access the Routing page.In this articleUnderstand rule conditionsCreate a queue ruleAssign a rule to a queueSet the order of queue rulesTurn on queue rulesUnderstand rule conditionsQueue rules use a set of conditions, or criteria, to determine how conversations and tasks are assigned to a queue. To ensure a they are placed in the correct queue, queue rules should be as specific as possible.There are two types of conditions – all conditions and any conditions. Conditions set under "Match all of the following" must all be true for a queue rule to run. Conditions set under "Match any of the following" will run if an incoming conversation matches at least one of the conditions specified.For example, you may want to route chat conversations for returns to a specific “Returns” queue and not your Chat queue. To do so, you can use Conversation Channel Is Equal To Chat and Message Subject Contains Return.You can create filter criteria using both Match All and Match Any conditions. If you create conditions using both, all of the criteria set in Match All must be true and any criteria in Match Any can be true. For more information on available operators, see Understand filter operators.Create a queue ruleQueue rules consist of conditions or criteria based on customer, conversation, or company data. Multiple rules can use the same queue and setting a queue for a rule is required. Conversations and tasks can only be assigned to one queue at a time.Notes:Workflows that trigger a conversation update will run before queue rules are applied, so you can use them to add, update, or delete attributes before the queue rules route the conversation to its queue.The order in which your queue rules appear is important.To create a queue rule:Go to Settings  >Platform >Routing.Go to the Rules tab and select Add Rule. Fill in the following information:Name is the name of the rule.Description provides context on how the rule is used.Select whether you are creating the rule to route a Conversation or a task (custom object).Determine the conditions for the rule. For example, you can set up a queue rule to route all incoming chat conversations.Then, use the Assign rule to a queue setting to choose which method to apply conversations to a queue based on this rule. Last, select the name of the destination queue (if routing by display name) or queue key (if routing by queue key). For this example, we will route these conversations based on Display Name to a Chat Conversations queue. Enter the raw format in this box if you're using a queue key.Select Save Changes.Assign a rule to a queueAll rules must be assigned to a queue so that a conversation can be routed properly. Although multiple rules can be assigned to the same queue, conversations can only be assigned to one queue at a time.When creating a queue rule, you can assign it to a queue using either the queue's Display Name or a Queue Key.Display NameThis is the most common way to assign a rule to a queue. We recommend this method match a queue to a rule based on its name so you can easily select the desired queue without confusion. When you select this option, you'll see a drop-down menu that lists all available queues by their name.Queue KeyThis is an advanced but powerful way of routing conversations. A queue key assigns a rule to a queue using conversation or customer attributes in raw format. Setting this up is more complicated, but queue keys allow you to build rules with variables referencing multiple queues. Learn more in Use queue keys to streamline queue rules.Set the order of queue rulesThe order in which your queue rules are listed is very important. Queue rules are applied to conversations from top to bottom, so the best practice is to have more specific rules at the top of the list to ensure that conversations get routed correctly. Note: Order does not apply to skill rules. Let's explain this concept further using the two example queue rules we already created:A Customer chat queue rule that routes all incoming chat conversations.A Customer chat returns queue rule that routes all incoming chat conversations that are specifically for returns.Those two rules are listed as follows. Note that Customer chat, the most general rule, is first in the list.Now, what would happen if both of these chat conversations are created? If the rules are kept in the same order, the Customer chat returns rule will never be applied since the more general Customer chat rule matches both conversations and is first on the list. Think of the rule order as a checklist of items. Since a conversation can only match one rule, the first rule that matches or is checked off of the list will always be applied first.In this case, since both conversations are chat, the first rule would always match either scenario first, and route both to the same Chat queue. To prevent this, the best practice when organizing rules is placing the most specific ones at the top of the list. This ensures that those conditions are always applied first and conversations get routed to the correct queue. You can re-order rules by dragging and dropping them to a new location.Turn on queue rulesOnce you create your rules, you need to activate them for them to route conversations to queues. To do so, turn on the toggle next to each rule. You can turn rules on and off as desired.Related articles:Understand tasksTutorial: Route a custom taskUnderstand skill-based routingTutorial: Assign a conversation to an agent based on skill

You can use queue keys to make queue rules smarter and easier to manage. This advanced feature allows you to associate a queue with a string identifier, which acts like a shorthand code that can be used to reference the queue. Queue keys can be used to build flexible rules with variables, allowing you to build a single rule that applies to various queues.In this article, we'll explain how you can use queue keys to build smarter rules that cover multiple similar queues. This requires a bit more upfront effort to set up but lets you manage your queues with less overhead in the long run.Who can access this feature?User typesAdmins can access the Routing page.In this articleAdd a queue keyUse queue keys to manage similar queuesReference custom attributes in queue keysAdd a queue keyYou can set the name of the queue key in the settings for your queue.Go to Settings > Platform > Routing.In the Queues tab, Edit the desired queue.Expand the Advanced Configurations section, then enter a queue key name.Use queue keys to manage similar queuesHere's an example of how using queue keys can be a smarter queue management choice. Let's say you have several queues with a similar purpose but slight variation — like chat conversations in various languages.If you support 4 languages and you didn't utilize queue keys, you'd generally have to create 4 queue rules, one for each of your supported languages. Each individual language would have to get its own rule with Assign Rule to a Queue set as Queue Display Name.Before using queue keys:How queue keys helpInstead of building multiple queue rules, queue keys let you create just 1 rule to route all those chats to their respective queues, with an assignment rule powered by the queue key.In this example case with language-based chats, start by creating each of your language-based chat queues and use a consistent naming pattern for the key name:Queue Display Name: English Chat       Queue Key Name: chat.enQueue Display Name: Spanish Chat       Queue Key Name: chat.esQueue Display Name: French Chat       Queue Key Name: chat.frQueue Display Name: German Chat       Queue Key Name: chat.deNext, you'd create your queue rule. To start, the condition would be set to verify that the conversation channel is chat and determine its language.Then, this queue rule will have the Assign Rule to a Queue setting as Queue Key. The queue key would be defined as chat.{{conversation.defaultLang}}.Language is a standard conversation attribute, with the name defaultLang. This attribute can be accessed in its raw format as conversation.defaultLang. (You can find the raw formats of attributes in your Klasses settings.)In this example chat.{{conversation.defaultLang}}, chat is included as a string since it's a consistent word in all the queue keys (chat.en, chat.es, chat.fr). The language is a variable and is enclosed with {{ }}, which will render that value when the queue rule finds the respective queue. For instance, if a conversation arrives where the channel is chat and the language is French, chat.{{conversation.defaultLang}} would become chat.fr.Here's how the queue rule might look using this queue key. Remember, this one rule now covers every language that had to be covered in a separate rule before!After using queue keys:If no matching queue key is found based on the conversation's language (for instance, the language is detected as Portuguese and you don't have an active queue with the queue key chat.pt) the rendered result would just be chat and no queue would be found. The conversation would then get sent to the default queue.You can easily use Conversation, Customer, and Message attributes in queue keys. To do this, change the word conversation to the name of the klass you want to use. For example, customer.locations or message.preview.Reference custom attributes in queue keysFor another example, let's say you have a custom attribute called Contact Reason in the Conversation klass, and have 3 contact reasons: Inquiry, Order, and Post-sale. This raw attribute would look like conversation.custom.contactReasonTree.When creating your queue rules, you'd set up the rules with queue key names like email.inquiry, email.order, and email.postsale.Then, you'd set up a queue rule to route email conversations based on the Contact Reason attribute. As with the earlier example, we've used a variable in the key name email.{{conversation.custom.contactReasonTree}} to reference the range of available contact reasons.

Kustomer comes with preconfigured queue rule templates to help you start routing conversations to your agents. You can use the template as is or customize it to suit your needs best.Who can access this feature?User typesAdmins can access the Routing page.In this articleAccess queue rule templatesUse the queue rule templatesAccess queue rule templatesYou can access the available queue rule templates from the Rules tab:Go to Settings > Platform > Routing.Select the Rules tab.Select the desired template. See Use the queue rule templates section below for details on the different template types. The template title, description, and conditions will be set by default, but can be modified. See Create queue rules for details on all queue rule settings and options. Assign the rule to a queue by selecting either Queue Key which will generate your queue key in the field below orDisplay Name and choose a previously created queue from the Queue Display Name dropdown below. Select Save Changes.Note: You must assign the rule to a queue before you can save any changes and start routing conversations.Use the queue rule templatesAll of the queue rule templates come preconfigured with a condition to get you started with creating the rule.Route all email conversations templateUse this template to build a rule that routes all incoming email conversations using the following condition.Route all chat conversations templateUse this template to build a rule that routes all incoming chat conversations using the following condition.Route messages directed at a particular email address templateUse this template to build a rule that routes all incoming conversations from a specific email address. Use the following condition to enter the email address you want to route.

Teams in Kustomer offer a routing profile that allows you to assign various queues to your team, determining which conversations get assigned to agents and the conversation capacity for their inbox. The routing system will check queues for new conversations waiting to be assigned and determine which agents in the team are available and assigned to that queue. Agents will then be routed conversations based on their current status and capacity.Who can access this feature?User typesAdmins can set up routing profiles.In this articleAccess team routing settingsSet up queuesSet conversation capacity per agentAgents on multiple teamsAccess team routing settingsTeams need a routing profile to enable their to access queues. These profiles set which queues a team has access to. You'll also be able to set the capacity of their inbox so they are only served as many conversations as you believe they can manage.Note: It is not possible to "turn off" incoming messages based on a specific subject line for a limited time. However, you can temporarily remove the corresponding item from a designated routing profile. This will ensure that such conversations are not actively routed to agents and will remain in the queue instead.To access routing profile settings:As a Kustomer admin, go to Settings > Users > Teams.Select Edit for the team you wish to modify.Select the Routing profile tab.Select the Route conversations and tasks to this team toggle to turn on routing for the selected team. Proceed through the remaining settings as desired. When you're satisfied with this configuration, select Save Changes in the bottom toolbar.Set up queuesTeams can have multiple queues assigned to them in their routing profile. Conversations from these queues will be routed based on their priority, as defined in the settings for that queue.Queue Priority is defined on a scale of 1 and 100, with 1 being the highest priority. To set queue priority, go to Settings> Platform > Routing. Learn more in Understand routing and Create and configure queues.If queues have equal priorities, then conversations will be routed based on the longest wait time. If the queues have different priorities, then the highest one will route first until there is nothing left to route.To assign queues to a team:Go to Settings> Users > Teams and edit the desired team using the steps described in the previous section.Open the Routing profile tab.In the Assigned Queues section, use the menu to select from the list of available queues.Note: To assign a team, a business rule or workflow would need to be configured.Third-party voice channels are grouped under the Third-party voice queues section. Use the drop-down menu to select a voice channel from your current integrations. Note: If using Kustomer Voice as your provider, select your queue from the Assigned queues section. See Route Kustomer Voice calls to your team to learn more.Voice channels have a priority of 0 and any lower queue will be paused when an incoming call is routed. Learn more in Kustomer Help Center - Voice Apps.Set conversation capacity per agentConversation capacity lets you control how many conversations an agent can handle simultaneously. This calculation is based on conversation weight, which is defined when setting up the queue. This setting is managed by specifying a number between 1 and 50 in the Capacity Per Agent field.Here's an example of how conversation capacity works:Acme Inc. has a team with two queues:Queue 1 is for all Chat messages, and has a conversation weight of 2.Queue 2 is for all Email messages, and has a conversation weight of 1.In the routing profile, Acme Inc.'s team has a conversation capacity per agent of 8.If Agent John has 3 chat messages, their capacity is 6 out of 8 (3 chats x 2 weight = 6).With their remaining 2 capacity, Agent John can be routed 2 email messages, or 1 chat message. It's important to note that an agent can go over capacity for several reasons:At least one conversational weight is available. In this scenario, we will route the next available item regardless of size.An agent switches to a team with lower capacity than the previous team.A conversation assigned to them is un-snoozed or reopened.A conversation is manually assigned to themLearn more about conversation weight in Create and configure queues.While capacity will vary by organization, here are some suggested capacity values for common scenarios:Chat: 3-5VIP customers: 1-2Email: 5-10, if agents respond to conversations from multiple channels. For example, capacity can be set at 3 for chat and 5 for emails.Agents on multiple teamsAgents on multiple teams with routing profiles can switch between them using the User Status in the status toolbar.When an agent goes offline for a team, any conversation assigned to their inbox will remain with them so they can finish responding. The agent will be given the new settings if the capacity or queue selection changes between teams. This means they could go over capacity and will need to work their way back down to a state where they can once again be routed to new conversations.

Leads and Administrators often need to monitor and follow up with agents to ensure they work efficiently. With the Team Pulse dashboard, you can see what agents are working on in real time and quickly jump to the customers and searches that agents are viewing instead of relying on manual searches. You can also use Team Pulse to understand the current state of your queues and manually move eligible agents from a less busy queue to one with a large inbound volume, resulting in a lower wait time for your customers. Who can access this feature?User typesAdmins can access the Team Pulse dashboard. You can access the Team Pulse dashboard once you configure Routing.In this article:Allow real-time functionalityReal-time view of agentsThe Activity columnReal-time view of queues and skillsTransfer agents to another teamFilter the dashboardAllow real-time functionalityIf you are using the Team Pulse dashboard, we recommend your administrator grant network access to the following domains to ensure you receive all real-time updates:.pndsn.com.pubnubapi.com.pubnub.comYou can access the dashboard by going to Team Pulse in the navigation bar.Real-time view of agentsThe Agents tab provides real-time information on user statuses, assigned work, their current capacity, and current queue assignment. The dashboard has the following columns:Status shows the agent's current status and how long they have been in that status. The counter resets every time the agent changes their status from the status bar.Note: You can change an agent's status from the drop-down menu if they are not Offline.Agent shows their profile picture, name, and email address.Activity shows what the agent is currently working on. For more information, see The Activity column.Marked done shows the total number of conversations that were marked done in a work session. A work session begins when an agent changes their status from Offline and ends when they go back Offline.Note: Switching between statuses, such as going from available to busy to back to available, does not end a work session.Team is the team on which the agent is actively working. If an agent is a member of multiple teams, you can switch between them by selecting it from the drop-down menu.Queues shows the queues that are assigned to the teams.Capacity displays the number of conversations assigned to the user compared to their maximum capacity. It also shows the percentage of an agent's capacity that is currently full. These values correspond to the team currently selected in the Team column.The Activity columnThe Activity column shows whether your user is currently viewing a conversation, customer, saved search, task, or report. You can click on any items currently being viewed to open it within Kustomer.The column also shows the number of open and snoozed conversations or tasks currently assigned to the user. Click on any item listed here to open it directly in the customer's timeline.Real-time view of queues and skillsThe Queues tab provides real-time information on the current state of your queues, the conversations or tasks within them, and how many agents associated with each queue are available to receive additional items.The Skills tab shows the current state of conversations that were routed based on skills associated with them. To populate this table, select the queue you want to view from the drop-down menu. You will see a list of skills assigned to that queue.Note: Wait times may be higher for required skills.The Queues and Skills tabs have the following columns:Queue is the name of the queue or skill.Average Wait is the average of all wait times for conversations or tasks that have been queued within the entire previous and current hours. For example, if it's 4:30pm the set will include all conversations or tasks that were queued between 3:00pm and 4:30pm.Latest Wait is the wait time of the last conversation or task routed to an agent.Agent Availability is how many agents are available on the assigned teams.In Queue is the count of conversations or tasks currently in a queued state and awaiting user availability for routing.Note: For organizations with Note routing available, these items will fall under the `Other` category in the tooltip displays when you hover over this metric.Capacity is a roll-up of the capacity of the available agents assigned to the team for this queue. This progress bar’s color will change from green to red when the total roll-up of capacity for all available agents in that queue reaches 80%. Transfer agents to another teamWhen viewing a queue's capacity, you can instantly transfer available agents to another team that needs additional support. To do so, select Transfer Agentsand select the team you want to rebalance from the drop-down menu to see the current status of each team assigned to the queue.Next, select the individual agent(s) you want to move to that team and select Transfer. Once you move the selected agent (s) to the team, you will see a confirmation window that compares the queue and the team's current capacity to the new capacity.Select Confirm Transfer to move the agents you selected to the team.Filter the dashboardYou can filter on your dashboard by selecting Edit Filterlocated directly above the upper-left corner of the dashboard. You can select your filter criteria in the box that opens. The following options are available:Agents allows you to filter on specific agents in your organization. You can multi-select agents by typing their names in the box or selecting them from the available list.Activity allows you to filter based on an agent's status.Team (Any Users) allows you to filter by a specific team in your organization. The results will include all members of this team, regardless of their current online status.Team (Current Routing Team) will display results for all users currently in a routing state for the selected team.Once you have selected your criteria, select Apply Filters.Tip: The page URL will update when you apply a filter. If you frequently apply the same filters while viewing Team Pulse, you can bookmark this URL to navigate to it quickly.If you frequently apply a set of filter criteria, you can save it for easy access. Instead of selecting Apply Filters, select the arrow and then select Apply & Save Filters from the drop-down menu.You'll be prompted to name this view, and once saved, it will appear in the Saved Filters drop-down menu in the filter component.You can edit a saved filter by selecting it from the drop-down menu and then selecting Edit Filter.Here, you can edit the existing criteria and save it as the same filter or create an entirely new saved filter by selecting Save Filter As.Related articlesUnderstanding routingCreate queue rulesTeam routing profilesQueue reportUser statusesUnderstand tasks

User statuses allow agents to let their teams know they are available. If routing is configured, statuses also determine whether or not an agent can be routed a conversation in their queue. Conversations can only be routed to agents currently set to available, ensuring a quicker response time and better support experience for your customers. User statuses also help organizations understand their capacity and the resources required to service customers on a day-to-day basis.Who can access this feature?User typesAdmins can access the Routing page. Agents can change their status from their profile menu.In this articleHow user statuses workCreate a custom unavailable statusHow users update their statusUser statuses and Amazon ConnectHow user statuses workWhen an agent logs into Kustomer, they are offline. While offline, they can use Kustomer but won’t be routed conversations. When they change their status to Available, they start receiving conversations in their assigned queues. Conversations can only be routed to agents who are Available.Users can change their status to unavailable and pause the routing of conversations at any time. If they change their status to Offline while logged into Kustomer, they will no longer be routed conversations. If configured, their open assigned conversations will be unassigned and returned to the queue.There are four default user statuses available:Available means the user is available for routed work.Busy means the user is busy and will not be routed work.Unavailable means the user is unavailable for routed work.Offline means the user is offline and will not be routed work.Create a custom unavailable statusYou can create custom unavailable statuses that are unique to your organization.To create a custom unavailable status: Go to Settings> Platform > Routing.Go to the Statuses tab and select Add status. Enter a name for the status. This is the name your users will see and will appear in the Team Pulse and Queue reports. You can add a description to help others managing Kustomer understand the expected usage.Select Create User Status. Custom statuses will appear at the bottom of the page.Use the toggle to turn a custom status on or off.How users update their statusUsers on a team with an activated routing profile can update their status and switch teams from directly within their profile menu. You can change your status anytime by selecting the status window here or from the status bar. Here, you can see all custom statuses, as well as an indicator that lets you know how long you have been in each status.User statuses and Amazon ConnectIf you integrate Amazon Connect into Kustomer and use it as your voice channel, you can sync user statuses so that users only need to make one update in Kustomer.This will require you to create statuses in both Amazon Connect, and Kustomer before they can be linked on the Settings page.For example, once statuses are linked, users who take a phone call will be placed in a Busy state, which means they are available but on a call. While in a Busy state they will not be routed any work from a Kustomer queue. For more information, see Sync Amazon Connect statuses to Kustomer.Related articlesUnderstand routingCreate and configure queuesTeam routing profiles

The Routing report lets you see your queues and how well they perform, monitor agent availability, and monitor customer wait time. This report also provides a simple way to see how many agents are online and their current status. You can see how many conversations are queued and waiting for the agent to accept. Here, you can view all your queues rolled up into a single report or on each individual level and easily group individual queues together.We also report on the wait time of a conversation in a queue, which can be presented to chat users as a means of channel deflection.Who can access this feature?User typesManagers or users with custom permission set access to reporting can access this feature.In this article:Current Agent Statuses chartCurrent Conversations Statuses chartRouting report metricsHistorical queue reportingLive DashboardsFilter resultsMetric calculationsTo access the Queue report, select Reporting, and then select Routing.Current Agent Statuses chartThis chart displays the current status of all agents that are online. If you create custom unavailable statuses they will display by name, but follow the unavailable definition.The following statuses are available:Available - Full Capacity Reached are the users who are available in the queue but have reached their current conversation capacity.Available - With Capacity are the users who are available in the queue, and are not yet at their conversation capacity.Unavailable are the users who are not available to receive routed conversations from a queue.Busy are the users who are available, but in a call.Current Conversation Statuses chartThis chart shows the status of conversations in the queue. Snoozed conversations are excluded.The following statuses are available:Assigned are conversations that have been routed and assigned to a user.In queue are conversations that have been assigned a queue, but not routed yet.Wrap-up are conversations that have been assigned, and ended but not marked done.Routing report metricsThe report shows eight metrics that let you quickly see your queues are performing.The following metrics are shown: Available Agents is the total number of agents in the queue in an available status.Unavailable Agents is the total number of agents in the queue in an unavailable or busy status.Total Conversations is the total number of conversations in the queue that are not routed or assigned. Snoozed conversations are excluded.Conversations Per Available Agent is the total number of assigned conversations currently in an Open or Wrap-up status divided by the total number of agents currently in an Available status.The longest Wait is the time that the conversation has been waiting in the queue for the longest time during that current 24-hour day.Latest Wait is the wait time of the last conversation to be routed to a user.Average Wait is the average of all wait times in the queue for the current 24-hour day.Average Handle Time is the average time a conversation routed from a queue was assigned to a user in an open status. This metric includes snoozed time.Historical Queue reportingOn top of seeing queue performance in real-time, organizations can get a clear historical view of each queue. With this report, you can monitor how long customers wait in a queue to be assigned to an agent and how long it takes an agent to handle their conversation. You can also see how skill-based queues performed by selecting the Skill Metrics tab.The following metrics are shown:Agent Handle Time (Total & Average) is the time an agent is assigned to a conversation from open to close including snoozed.Wrap-up Time (Total & Average) is the time a conversation spends in wrap-up status between ending and closing.First Routed Response time (Total & Average) is the time from when a work item was accepted to when an agent sends the first reply.Total Conversations is the total number of conversations that entered a queue. Snoozed conversations are excluded.Max Wait Time (Total & Average) is the longest time a conversation is waiting in a queue.Average Queue Time is the time a conversation waits in the queue before being routed to an agent.Organizations can also track how much time their agents spend in each status while working in queues. The time is broken down in Available, Unavailable, and Busy statuses. You can also see how many conversations were assigned to them in that timeframe.The following agent metrics are shown:Available Time Total is the total amount of time a user spends in an Available Status.First Routed Response time (Total & Average) is the time from when a work item was accepted to when an agent sends the first reply.Unavailable Time Total is the total amount of time a user spends in any Unavailable Status.Busy Time Total is the total amount of time a user spends in the Busy Status (Voice on Call).Agent Total Handled Items is the number of conversations assigned to the user.Wrap-up Time Total is the total amount of time a conversation assigned to the user was in wrap up.Live DashboardFor organizations that make their queue metrics available to their agents via TV or computer monitors, the Live Dashboard can be expanded for everyone to see. Select the [ ] icon from within the Queue report screen to expand the Kustomer interface for a full-screen view.The Live Dashboard data will refresh every 15 seconds and also includes a "Night Mode" that can be turned on by selecting the icon on the top-left corner.Note: The Live Dashboard is only available on Ultimate plans.Filter resultsThis report offers four attributes in its filter component - Channels, Queues, Teams, Users. It's important to understand how these filters will impact the data displayed.Channels will filter to work-items where the selected channel or channels is present.Queues will filter to a work-item's most recent queue, as items can move from queue to queue within their lifecycle.Teams will filter to data whose Team relationship is the value selected, not to data where the assigned team is equal to the value selected.Users will filter to data where the assigned user is the value selected.Metric calculationsBelow, you'll find descriptions of the calculations for each metric, including the attributes used in their formation. These can be beneficial when rebuilding standard report metrics in your custom reports or referenced when building metrics or performing analysis outside the Kustomer platform with data sourced from our APIs or data services, such as Kinesis.The Date Anchor is the attribute linked to the date range picker in each report's header that determines whether or not any objects that fit the calculation criteria will appear in your chart or table.MetricCalculationDate AnchorCurrent Agent StatusesFiltered to work sessions where work_session.signedOutAt is not present, grouped by statusAvailable - Full Capacity Reached: capacityRemaining <= 0, statusId = availableAvailable - Partial Capacity: workItemCount > 0, routable = trueUnavailable (and custom unavailable statuses): routable = falseN/A; handled by signedOutAt filterCurrent Conversation StatusesFiltered to work items where lastRevision.queueId exists, work_item.status is not 'completed', and work_item.paused is not 'true'work_item.createdAtAvailable AgentsFiltered to work sessions where work_session.signedOutAt is not present,matching either:Available - Full Capacity Reached: capacityRemaining <= 0, statusId = availableorAvailable - Partial Capacity: workItemCount > 0, routable = trueN/A; handled by signedOutAt filterUnavailable AgentsFiltered to work sessions where work_session.signedOutAt is not present and routable = falseN/A; handled by signedOutAt filterTotal ConversationsFiltered to work items where lastRevision.queueId exists, work_item.status is one of  'ivr', 'queued', and work_item.paused is not 'true'work_item.createdAtConversations Per Available AgentDistinct work_item.id where work_item.status is one of `assigned`,`wrap-up` divided by distinct work_session.id where statusType = `available`N/ALongest WaitMax of work_item.lastRevision.queueTimework_item.lastRevision.acceptedAtLatest WaitFirst item of work_item.lastRevision.acceptedAt sorted in descending orderwork_item.lastRevision.acceptedAtAverage WaitAverage of work_item.lastRevision.queueTimework_item.lastRevision.acceptedAtAverage Handle TimeAverage of work_item.handle.businessTimework_item.lastRevision.acceptedAtQueue metrics tableAgent Handle Time TotalSum of work_item.handle.businessTime grouped by lastRevision.queueIdwork_item.handle.completedAtAgent Handle Time AverageAverage of work_item.handle.businessTime grouped by lastRevision.queueIdwork_item.handle.completedAtFirst Routed Response Time TotalSum of firstRoutedResponse.businessTime, grouped by lastRevision.queueIdwork_item.firstRoutedResponse.createdAtFirst Routed Response Time AverageSum of firstRoutedResponse.businessTime, grouped by lastRevision.queueIdwork_item.firstRoutedResponse.createdAtWrap-Up Time TotalSum of wrapUp.businessTime, grouped by lastRevision.queueIdwork_item.wrapUp.enteredAtWrap-Up Time AverageAverage of wrapUp.businessTime, grouped by lastRevision.queueIdwork_item.wrapUp.enteredAtTotal ConversationsDistinct work_item.id with resourceType: 'conversation', grouped by lastRevision.queueIdwork_item.firstEnterQueueAtMax Wait TimeMax of lastRevision.queueBusinessTime, grouped by lastRevision.queueIdwork_item.lastRevision.acceptedAtAverage Queue TimeAverage of lastRevision.queueBusinessTime, grouped by lastRevision.queueIdwork_item.lastRevision.acceptedAtAgent Total Handled ItemshandledItemCount, grouped by lastRevision.queueIdwork_item.handle.completedAtAgent Metrics TableAgent Total Handled Items handledItemCount, grouped by userIdwork_item.handle.completedAtAgent Handle Time AverageAverage of work_item.handle.businessTime grouped by userIdwork_item.handle.completedAtAgent Handle Time TotalSum of work_item.handle.businessTime grouped by userIdwork_item.handle.completedAtFirst Routed Response Time TotalSum of work_item.firstRoutedResponse.businessTime grouped by userIdwork_item.firstRoutedResponse.createdAtFirst Routed Response Time AverageAverage of work_item.firstRoutedResponse.businessTime grouped by userIdwork_item.firstRoutedResponse.createdAtWrap-Up Time TotalSum of work_session.wrapUp.businessTime grouped by userIdwork_session.wrapUp.enteredAtAvailable Time TotalSum of work_session.totalAvailable.businessTime grouped by userIdwork_session.totalAvailable.statusAtUnavailable Time TotalSum of work_session.totalUnavailable.businessTime grouped by userIdwork_session.totalUnavailable.statusAtBusy Time TotalSum of work_item.totalBusy.businessTime grouped by userIdwork_session.totalBusy.statusAt

Relationships are naturally built over time between your customers and individual agents on your team. Over time, you may find that maintaining that relationship is important to your customer's overall satisfaction with your organization.With the Dedicated Agent feature, you can link a specific agent to a customer's profile to increase the chances that the customer gets consistently paired with the same agent. This increases the likelihood that their inquiry is handled efficiently and effectively and is an impactful way to offer white-glove support by offering a lasting, human-to-human relationship between a customer and your team members.Who can access this feature?User typesAdmins can turn on this feature in Routing settings.Users with a Manager or above default permission set, or any custom set that has access to the attribute, can edit this field to choose which user they want to set as the dedicated agent for a customer.In this articlePrerequisitesHow it worksActivate the Dedicated Agent featureChannel timeoutsLink a dedicated agent to a customerPrerequisitesBefore setting a dedicated agent for a customer, you need to have routing configured for your teams. How it worksWhen an incoming conversation is received, Kustomer first checks to see whether or not that customer has a dedicated agent linked to them. If they do, we check the agent's current status and/or availability and route the conversation through one of the following workflows: ScenarioOutcomeNo dedicated agent linked to customerConversation follows normal routing rules and is routed to the next available agent.Dedicated agent is in an unavailable status or offlineConversation follows normal routing rules and is routed to the next available agent.Dedicated agent is online and has capacityConversation is routed to the dedicated agent.Dedicated agent is online and does not have capacityConversation waits to route for that channel's specified timeout:If the agent becomes available during this time, the conversation is routed to them.If the allotted time passes and the agent is still at capacity, the conversation follows normal routing rules and is routed to the next available agent.If the customer doesn't have an agent linked to them, the conversation is routed based on your queue rules. For more information, see Channel timeouts.If a conversation is moved to another timeline, any existing dedicated agent assignments will remain in place until you change or remove them.Activate the dedicated agent featureYou can activate this feature from the General Queues & Routing settings page.Go to Settings > Platform > Routing.Select the Setting tab.Expand the Dedicated Agent section and turn the Dedicated Agent setting on.Configure the timeout settings for each one of your available channels.Select Save Changes.Channel timeoutsOnce you link a dedicated agent to a customer, we will always try to route conversations to them. However, there may be times when the agent is at full capacity or offline and can't have a conversation routed to them. You can configure how long the router will wait for the agent to become available before routing conversations through the regular routing flow. The default timeout for all channels is 5 minutes. You can set this value anywhere between 5 seconds to 60 minutes.Link a dedicated agent to a customerTo link a dedicated agent, select Customer Profile for the customer, select the agent from the Dedicated Agent field, and then select Update to save your changes. Note: You only have access to this field if you have a Manager or above default permission set, or are assigned to a custom permission set with access to this attribute.Once specified, a customer's conversation will always get routed to their dedicated agent as long as the agent is available and has the capacity to take on another conversation.

Capacity by priority is an advanced feature you can configure for your teams. Capacity by priority allows you to bypass default routing and allow multiple queues with different priorities to route conversations to an agent at once, instead of waiting for a queue to empty before switching to another queue.Default routing behavior routes conversations from the queue with the highest priority until it's empty before moving on to the next queue. Who can access this feature?User typesAdmins can access team profile settings.In this article:PrerequisitesHow to configure capacity by priority in teamsPause lower priority routingPrerequisitesBefore following this guide, set up for your organization the following:Routing Team profilesHow to configure capacity by priority in teamsIn Settings> Users > Teams.Select Editfor the team you'd like to configure and go to the Routing Profile tab. Capacity by priority works for teams with multiple assigned queues, like the below:Expand Advanced Configurations and go to Capacity by Priority.Set the maximum capacity an agent can have for each queue priority, taking into account the queues assigned to the team in their routing profile.In this scenario, let's say you want agents to be assigned no more than 2 chats at a time, as well as a maximum of 3 emails. Instead of waiting for the All Chats queue to be emptied before agents receive conversations from the All Emails queue, your Capacity by Priority configuration will now allow both queues to route conversations at each queue priority's maximum capacity.Use the toggle to turn on each capacity configuration and then select Save Changes. Pause lower priority routingThe Pause Lower Priority Routing setting prevents conversations from being routed to an agent if they are working on a higher priority item. This only applies if capacity by priority is enabled for that admin's team profile. See Understand queue priority for more information.This setting is only available when capacity by priority is turned on. Pause Lower Priority Routing is configurable in Settings > Routing > General Queue Settings > Advanced Configurations.

Agents can send proactive messages to end customers and initiate an outbound message via email, chat, SMS or social media. If your organization uses Queues & Routing and you'd like user-initiated outbound conversations to route to a queue to be assigned to an available agent, you can set this up with a workflow and some customized settings.Who can access this feature?User typesAdmins can access the Routing and Workflows pages.In this articlePrerequisitesAllow routing of all conversationsChecking the workflowPrerequisitesBefore following this guide, you should already be comfortable with the basics of using workflows. Workflows overviewYou should also be familiar with your organization's configuration of Queues and Routing, and the administration of its general settings.Allow routing of all conversationsFirst, you will turn on an option in the Queues & Routing settings to route all conversations. This allows customer-created conversations, outbound messages, and notes to be routed to a matching queue and available users.Go to Settingsand select Platform > Routing.Select the General tab.Scroll down to the Advanced Configurations section, and turn on Allow Routing of All Conversations.Checking the workflowNext, locate the kustomer-assign-user-on-message-send workflow in Settings. This workflow assigns all outbound conversations to the user who created the conversation and its initial outbound message, so you'll want to have it off for the purposes of this configuration.Go to Settingsand select Platform > Workflows.In the App Created tab, find the kustomer-assign-user-on-message-send workflow and make sure it's turned off.In the User Created tab, check to make sure you don't have any customized duplicates of the same workflow set up or turned on.By turning this workflow off, you are allowing outbound conversations to be created and remain unassigned until your Queue Rules or automations route them to a matching queue and an available agent. If the agent who created the conversation would subsequently want to reassign it to themselves, they can now do so. Since the conversation was already routed to a queue, it is now considered a routable item and will be assigned to the next available agent when unassigned.

Queue priority is the value that the router uses to determine which conversations should be assigned to an agent first. The value can be between 1 and 100, with 1 being the highest priority. The queue with the highest priority is routed to a team until it's empty, then moved on to the next queue. If a new, higher-priority conversation comes into the router, it will return to routing items from that higher-priority queue. If queues have the same priority, conversations with the longest wait time will be routed first.  For example, if you have queues for both chat (priority 1) and email (priority 2) conversations, the chat queue will route first since it is priority 1. Once it’s empty, the email queue will begin to route. If a chat conversation comes in, the router will switch back to the chat queue since it is a higher priority.Note: Changing the priority of an existing queue will not update any existing conversations already in the queue. Existing conversations will continue to route at the original priority. Using our chat and email queue example, if we were to change priority and increase the Email Queue priority of 1, only new email conversations would get routed before any new incoming chat conversations. All emails that were already in the queue will continue to be prioritized after existing chat conversations.