The Queue Routing in ICE, also known as Skills-based Routing is a method used to route chats based on skills to the respective agents, supervisors and overflow agents equally.
Queue Routing helps to calculate the estimated wait time with precision. Also, the agent availability can be tracked and monitored.
Now, there are two scenarios to be considered:
- Routing chats to overflow agents
- Routing chats of different skills amongst the agents belonging to all those skills.
Routing Chats to Overflow Agents
The system will initially check the chat limit of the agents. Once the agent reaches his/her chat limit, the chats will be routed to the overflow agents of the specific skill. The chats will stop routing to overflow agents as soon as the agents get available.
Routing chats of different skills amongst the agents belonging to all those skills
If there are multiple skill chats in queue, the application will equally route all the skill chats to the respective agents and overflow agents.
Let us understand this concept with the help of an example:
- For the below skills, number of chats waiting in the queue are mentioned
- For Spanish: Two chats
- For French: Three Chats
- For English: Four Chats
- Now, the chats will be routed to agents in a round-robini
- The agents with all the three skills i.e., Spanish, French and English would initially get one chat from Spanish, then second from French and third from English and this order would be repeated till the chats are in queue for these skills.
Information:
Round-Robin: A round-robin is an arrangement in which all objects in a group are chosen equally in an order, generally from the top of the list to the bottom of it. Then again starting over from the top to bottom, and so on.