Steps to Configure Queue Routing
*Routing settings are available to customers that have Advanced Workflow enabled in their account.
By default, all accounts are configured with queued routing, which automatically puts all chat requests in a queue from which agents manually accept chats in order to begin chatting with customers. The advanced workflow options open up the routing section, which allows you to alter the settings of queued chatting or switch to auto-routing. Auto-routing chats remove the need for manually accepting chats and let Velaro automatically assign chats to agents as soon as the chat request is submitted by your customer and as soon as an agent is available.
To configure routing rules, go to Account Setup > Workflows > Routing (https://app.velaro.com/#/admin/workflows/routing). Automatic routing is turned on in the account by default. When auto-routing is turned on, chats are automatically routed to agents in that group based on settings. If auto-routing is turned off, chats remain in the queue, and agents must manually accept chats from the queue.
Auto Route Settings
| Control | Description |
|---|---|
| Group menu | Routing rules are specific to a group. Select the group for which you want to configure routing settings. To create groups, see Manage Groups. |
| Auto route chat requests |
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| Trigger next auto-route on |
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| Re-route if agents doesn't answer |
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| Routing message | The message that the system displays to the visitor when the agent has not answered and the chat is being re-routed. |
| Assign visitors to previous agent |
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| Routing algorithm |
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| Re-route on agent disconnect |
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| When all agents are busy |
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| Save | Click to save your your settings. When your settings have been saved, a green success message will display at top right over the profile menu. If an error occurs (such as a required field missing), a red error message will be displayed. |
Queuing Settings
| Control | Description |
|---|---|
| Group menu | Routing rules are specific to group. Select the group for which you want to configure routing settings. To create groups, see Manage Groups |
| Auto route chat requests |
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| Higher tier agents see lower tier chats |
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| Queue timeout | If a visitor is in the queue and no agent accepts the chat, the queue timeout is the amount of time a visitor must wait before being redirected to the "unavailable" rules configured for the group. Queue timeout settings range from 1 minute to 4 hours. |
| Re-route on agent disconnect |
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| Save | Click to save your your settings. When your settings have been saved, a green success message will display at top right over the profile menu. If an error occurs (such as a required field missing), a red error message will be displayed. |
Engagement Weight
Engagement Weighting allows you to configure the magnitude of chats coming in for a specific group. This feature is useful in controlling your agent’s focus on engagements by dynamically changing the max chat value for the agent. With a default max chat value of 4, if an agent is active in two engagements that both have the weight of 2, they will not be able to accept another engagement. Similarly, if an agent is active in an engagement with the weight of 1 and an engagement with the weight of 3, they will not be able to accept another engagement because they have reached their max chat value.
This configuration can be changed in the Workflows under Routing (Account Setup>Workflows>Routing). Once you have selected your desired group from the group drop down, you can change the engagement weight for all engagements in that group.
As an example, if you have a support group and a sales group. You may want your agents to focus on potential sales. In this case you will want to weight Sales engagements higher to limit the number of other engagements they can accept that will split their focus.
This next screenshot is an example of what an agent would see for an incoming engagement that they cannot accept because it would put their max chat value over the limit. The accept button is not select-able and they are given a link to their profile settings to change maximum chats, if they should want or need to accept the chat.