Routing Policy in REVE Chat

Customers are always on the move and they expect prompt, personalized support. With enhanced routing policy you can customer engagement more efficient and effective.

What is a Routing Policy?

A routing policy is a set of rules that determines how incoming customer chats are assigned or “routed” to available agents. These policies allow businesses to prioritize certain types of inquiries, match specific agents to specific needs, and distribute workload evenly. Routing policies enhance both customer experience and operational efficiency, making them a core component of any robust live chat solution.

Routing policies can vary significantly based on business goals, the type of customer inquiries, and the resources available. Here are some common routing methods:

• Round Robin Routing: Distributes chats in sequence among available agents, ensuring an even workload.

• Skill-Based Routing: Matches customers with agents who have the specific skills needed, such as language fluency or product expertise.

• Priority-Based Routing: Directs high-priority customers to specific agents, ensuring VIPs receive dedicated support.

• Agent Availability Routing: Assigns chats based on agents’ availability statuses, ensuring that only those ready to respond receive chats.

These and other routing techniques create a tailored, responsive support system that benefits both customers and agents.

Key Benefits of a Routing Policy

1. Enhanced Customer Satisfaction: Quick, accurate routing reduces wait times and connects customers to knowledgeable agents.

2. Balanced Agent Workload: Distributes chats evenly, reducing agent burnout.

3. Improved Efficiency: Reduces wait times and minimizes transfers by matching the right agent to each query.

4. Better Resource Allocation: Ensures that specialized queries go to qualified agents, optimizing support resources.

5. Scalability: A structured routing policy supports increased chat volume as businesses grow.

To learn more on how to set routing policy in REVE Chat, click the links below:

Chat RoutingAdvanced Routing