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Teams & Skills-Based Routing

With Teams & Skills-Based Routing, you can streamline your conversations by directing customers to the agent that’s best equipped to serve them.

Agents will receive conversations that match their specific skills in their queue.

Efficient conversation routing enables agents to specialize in certain types of conversations, which decreases overall resolution time, increases Agent efficiency, and Customer Satisfaction.

Why would I start to use routing?

  • KPI improvements: Efficiency, Customer Satisfaction
  • Routing to teams (instead of individual users)
  • Routing to external partners
  • Reporting per team

What key features does routing have?

A. Admins can manage teams

  • Assign topics, and customer segments
  • Assign channels
  • Assign agents to teams
  • Set default teams

 

B. Team-based reporting

C. Agents can assign conversations to individual users and teams

Step by step Walkthrough

Step 1. Create your Team(s).

Admins must navigate to Settings,Agents & Teams, Teams , click onAdd Team

You can then Name, and edit your Team.

When adding a new Team, you can first enable or disable Skills-Based Routing:

  • Enable Skills-Based Routing: This will give you the option to configure your Skills (Topic and/or Customer Segments).
  • Disable Skills-Based Routing: You will not be able to configure any Skills. Meaning this Team will not get any conversations via Skills-Based Routing.
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Step 2. Assign Skills to your Team. 

Topic Skills: 

  • Enabled: The selected Topics will be used to route conversations to this Team
  • Disabled: Don’t take Topic Skills into account. 

Customer Segment Skills:

  • Enabled: The selected Customer Segments Skills will be used to route conversations to this Team
  • Disabled: Don’t take Customer Segment Skills into account. 

Routing based on the selected Skills will work as followed:

  • 1 Topic and 1 Customer Segment: Both the Topic AND the Customer Segment have to be applied to the conversation to route to that Team.
  • Multiple Topics and 1 Customer Segment: At least 1 of the selected Topics AND the Customer Segment have to be applied to the conversation to route to that Team.
  • 1 Topic and Multiple Customer Segments: At least 1 of the selected Customer Segments AND the Topic have to be applied to the conversation to route to that Team.
  • Multiple Topics and Multiple Customer Segments: At least 1 of the selected Topics AND at least 1 of the selected Customer Segments have to be applied to the conversation to route to that Team.

 

💡  If you enable the Topic Skills or the Customer Segment Skills, you ALWAYS need to select at least 1 Topic or 1 Customer Segment. You’ll not be able to save your Team if you don’t.

💡Teams can have an extra toggle enabled: “Conversations Without Routing Definition”. This is a way to make sure that conversations which are not routed to any Team are not “lost”, and still visible for the Teams which have this option enabled.

💡Queue overview– When routing conversations to a team, you might want to control what changes agents can make to the filter settings. This will help to make sure no conversations are missed for example, because a specific channel is not actively being looked at.

  • Use the active channels filter: You can decide if agents can select/deselect channels they have access to. If you uncheck this, all channels will be active.
  • Use any of the queue filters: You can decide if the agent can use any of the queue filters. If you uncheck this, the default filter settings will be used. This means an agent will see all unowned and owned conversations. Conversations owned by other team members are not visible.
  • Change the sorting order of the queue: You can decide if agents can change the sort order of conversations in the queue. Or you can set a default order.

Step 3. Assign Channels

Once you’ve assigned the required Skills to the Team, and clicked “Save”, you’ll be able to assign Channels to the Team:

  • A Team can have access to multiple Channels.
  • Channels can also be assigned to multiple Teams.
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Step 4. Assign Users

Next step is to assign Users. If you scroll down in the Team configuration screen, you’ll see the section “Members”. 

Please Note:

  • A Team can consist of 1 or multiple Members.
  • You can add agents to multiple Teams.
  • Conversations will be routed to multiple teams in case those teams have the same matching skills.

     

Each Member/User will have a Role in that Team:

  • Viewer 👀-  will be able to see all conversations routed to that Team but won’t be able to respond
  • Contributor 💬-  will be able to respond to the conversations
  • Supervisor 🔎-  will be able to respond to the conversations, and will have access to the Team Report

We also made some changes to the User Settings screen.

You’ll now also see a column which mentions the Team the User is in.

When editing a User you can choose if the User should have Channel Based Access or Team Membership:

  • Channel Based Access: Classic concept of “team-less” Users with Channel access permissions.
  • Team Membership: Team concept where Users belong to a Team, and have access to the Team’s channels. 
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A couple of things to keep in mind when changing Users from Channel Based Access to Team Membership or vice versa:

Channel Based Access to Team Membership:

  • Your Channel settings will be retained. So if you want to switch back to Channel Based Access, the Channel configuration for that User will happen automatically
  • Users that have Ownership on conversations will lose Ownership. So all those conversations will become Unowned

Team Membership to Channel Based Access:

  • Your Team settings will not be retained. So if you want to switch back to Team Membership, you will need to select the Team again.
  • Users that have Ownership on conversations will lose Ownership. So all those conversations will become Unowned

Routing: Configuration Examples

Example 1

My Team Account Management should only be able to see conversations which are about Billing and only for customers with a Golden status. The Team should also see conversations which are not skills based routed to any Team:

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Example 2

My Team Technical Support should only be able to see conversations which are about technical issues:

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Example 3

My Team Dispatching should be able to see all conversations which are not routed to any other Team. The Team will manually do dispatching of the conversation through manual Topic application.

Example 4

My Team Elite Customers should only see conversations from customers with a Golden or Silver status:

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Routing:  Queue & Set-up

  • When your Teams are defined, the Team Members will only receive conversations which are Skills-Based routed to their Team.
  • The conversations are visible for all Team Members of the Team where the conversation has been routed to.
  • The conversations are not visible for other Teams which have other Skills configured.

A. Active Channels

The Active Channels dropdown will only show the Channels for the Team you have access to:

B. Conversations With Skills

The Members of the Team will now only receive conversations which are relevant for this Team: 

  • Conversations from the Team’s Channels which have Topics and/or Customer Segments applied that correspond to the Team’s Skills

C. Conversations Without Routing Definition (No Team)

In case you enabled the option to also see Conversations Without Routing Definition, you will also see the conversations which are not skills based routed to any Team (next to the conversations which are routed to your Team based on skills).

D. Ownership

Next to the User Ownership, which already existed, we’ve introduced Team Ownership. Users are able to assign conversations to Teams as well now.

  • Conversations are getting routed to a Team, based on Skills. Those conversations will be Unowned by default. 
  • If a User of a Team responds to a conversation of a Team, the User will get User Ownership of that conversation.
  • If Remove Ownership feature is enabled in settings, then if a User has User Ownership of a conversation, and the User logs out, the ownership will be removed, and the conversation will fallback on the Skills-Based Routing.
  • Team Ownership only happens when a conversation is explicitly assigned to a Team.

 

💡 Ownership overwrites Skills-Based Routing. If a conversation gets skills based routed to Team 1, and a User of Team 1 assigns the ownership of that conversation to Team 2, the conversation will now only be visible in Team 2’s queue.

As an example:

  • A conversation gets routed to Team 1, based on the Skills of Team 1
  • A User of Team 1 notices that the conversation is actually better suited for Team 2
  • The User assigns Ownership to Team 2
  • The conversation disappears from the queue of Team 1
  • The conversation appears in the queue of Team 2 

 

In the queue we will show for the conversations who has Ownership of that conversation:

User Ownership:

  • A conversation has been assigned to a specific User
  • Waiting on [USER]

 

Team Ownership:

  • A conversation has been assigned to a Team
  • Waiting on [TEAM]

E. Assignment

Viewers/Contributors can only assign conversations to:

  • Members of their own Team
  • Another Team

 

 

Supervisors can assign conversations to:

  • Members of their own Team
  • Another Team and to Members from another Team

F. Filters

There is a new Filter available in the Queue filters. Before, Users could filter on:

  • Ownership – Topics – Customer Segments – Conversation Type

We now added the Teams filter:

  • Teams that don’t have the option enabled to see the Conversation Without Routing Definition will have a disabled Team Filter, because Agents can only be Members of 1 Team. So they would always only see their Team’s queue.

 

  • Teams that have the option enabled to see the Conversation Without Routing Definition will be able to filter on their own Team, and No Team.

G. Counters

There are 3 counters visible in the queue:

Active Channels Counter:

  • Total number of channels you have selected
  • When opening the Active Channels dropdown, you’ll see all the Channels you have access to
  • Behind each Channel is the total number of conversations that is in the New/Pending queue per Channel is displayed
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New Queue Counter:

  • Total number of conversations in your New queue
  • The counter is the number of conversations you can maximally see when disabling all of your filters 

 

Pending Queue Counter:

  • Total number of conversations in your Pending queue
  • The counter is the number of conversations you can maximally see when disabling all of your filters
Screen Shot 2021-02-01 at 4.57.34 PM

H. Notifications

The Notifications are based on Teams as well from now on:

Assignment Notifications:

  • This will stay the same as it was working before
  • Agents who have the Assignment Notifications enabled, will receive a notification when a conversation is assigned to them.

 

Queue Notifications:

Notify me if contact waiting in queue is greater than or equal to:

  • The notification will only be sent out when your Team queue is greater than X

 

Notify me via email every time there is a new conversation:

  • The notification will only be sent out when there is a new conversation in your Team queue

I. Report

1. In the Reports, we added a new Teams report.

  • Supervisors of a Team will have access to the Teams report
  • Only your own Teams report will be displayed
  • Only the metrics of Agents that actually did something for a Team will be displayed
  • The metrics will be specifically for what those Agents did for that Team

 2. An export is also available on a team level on Reports < On-Demand Exports < Teams 

  • Only Teams that have at least one outbound message will be available in the export. In the export you will find 1 row per team with data that was available at the time of the export.

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