Team routing profiles
Last Update: Sep 2024 • Est. Read Time: 3 MINTeams 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 types | Admins can set up routing profiles. |
In this article
- Access team routing settings
- Set up queues
- Set conversation capacity per agent
- Agents on multiple teams
Access team routing settings
To enable a team to access queues, they'll need a routing profile. 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.
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 Profiles tab.
- Select the Enable Team Routing 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 queues
Teams 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 > Queues & 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 Profiles 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.
Voice channels are grouped under the External Queues section. Use the drop-down menu to select voice channels from your current integrations. 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 agent
Conversation 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 Conversation 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 them
Learn 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: 3-5
- VIP customers: 1-2
- Email: 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 teams
Agents 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.