Create and configure queues

November 7 2024 11:00pm
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 t...

Use queue keys to streamline queue rules

September 29 2024 3:34pm
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, wh...

Create queue rules

November 7 2024 11:00pm
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 c...

Understand queue priority

August 2 2024 8:45pm
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...

Team Pulse dashboard

November 7 2024 11:00pm
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...

Routing settings

September 23 2024 6:08pm
Routing is one of the primary methods available in Kustomer for assigning conversations to support agents. In the Routing settings, you can pick general setting...

Reroute conversations from the default queue

November 21 2024 3:19pm
In Queues and Routing, your default queue acts as a catch-all for conversations that do not match any of your queue rules. It has a queue priority of 1 and cann...

Routing report

November 7 2024 11:00pm
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 s...

Routing templates

October 28 2024 2:57am
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...

Team routing profiles

September 24 2024 8:31pm
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 ...

Work item attributes

September 17 2024 1:48am
Work items are objects that are routed in the routing system. They have a weight and priority, and they belong to a queue. Work-items hold a relationship to the...

Best practices for automations

October 7 2024 2:33pm
This article will cover the tools that can process automations within any Kustomer organization, as well as provide use case examples and testing methods.Who ca...

Understand routing

November 7 2024 11:00pm
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 conversa...

Conditions and actions in business rules

September 17 2024 2:56am
Business rules contain two sets of data, conditions and actions, that are combined to create if and then statements. Once you set a trigger, you have to define ...

Manage and reroute customer-ended chats

October 2 2024 5:11pm
When configuring your Chat Management settings, you have the option of allowing customers to end a chat conversation without agent intervention. Customer-ended ...

Integrate voice with Amazon Connect

October 26 2024 8:15pm
The Amazon Connect integration allows your organization to support customers over the phone by providing a full view of that customer's history as soon as a...

Route Kustomer Voice calls to your team

September 21 2024 1:37am
For agents to make and receive calls using the Kustomer Voice app, ensure that a team is assigned to these conversations and you have a queue that routes the ca...

Set team capacity by priority

September 24 2024 9:00pm
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 queue...

Tutorial: Route a task to a team

October 28 2024 8:24pm
You can build custom versions of tasks tailored to your unique workflow and use queue rules to route them to other teams in your organization automatically.&nbs...

Use classification models with routing

October 28 2024 3:16am
If your organization has queues and routing turned on, you can use Conversation Classification to predict an attribute, such as contact reason, and automaticall...

Kustomer Voice FAQ

September 3 2024 2:00pm
Here are some answers to popular questions regarding Kustomer Voice.In this articleGeneral questionsRouting questionsGeneral questionsQ. How long do agents have...

Tutorial: Route all outbound conversations

October 28 2024 3:13am
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 &...

Connect custom attributes and reports with workflows

October 26 2024 9:24pm
Kustomer comes pre-loaded with standard objects and attributes which are used in reporting and filtering data. However, most businesses need to add custom data ...

Tutorial: Assign a conversation to an agent based on skill

November 11 2024 10:20pm
Skill routing allows you to send conversations to agents who are best qualified to work with a customer. A skill can be defined as specialized knowledge of an a...

Work session attributes

September 17 2024 1:48am
A work session represents a period of work of a user in the routing system, from signing in until signing out. A new work session is created every time an agent...

Set up a Kustomer Voice assistant for IVR

November 14 2024 2:21pm
Reduce wait times by creating custom IVRs for Kustomer Voice to automate responses and direct calls to the correct team. With an IVR, you can also improve custo...

Show agent availability with user statuses

October 30 2024 1:52pm
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...

Understand skill-based routing

November 11 2024 10:28pm
Skill-based routing allows you to send conversations to agents who are best qualified to work with a customer. A skill can be defined as specialized knowledge o...

Best practices for permission sets

September 24 2024 8:40pm
Your users will only have access to what they are granted access to via permission sets. For example, even if you don't want all of your team members to ass...

Workflow actions

October 7 2024 2:31pm
Workflows are powerful tools that allow you to automate many actions in the Kustomer platform. This article outlines commonly used workflow actions and their re...
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