If you’ve got a large team or you have sophisticated chat routing requirements, you may find the fundamental chat routing and assignment not sufficient to support your needs. This is where Comm100 Auto Chat Distribution (ACD) comes into play.
Comm100 Live Chat ACD lets you assign priority for chats, specify custom routing rules based on your designated paths and automatically distribute chats to the most appropriate agents.
Comm100 Live Chat ACD can route your customers efficiently to the designated departments or agents based on customers’ location, source, navigation history and many other system fields. You can also use the data captured from your pre-chat survey or custom variables.
Based on multi-channel customer data collection, routing rules can be set up to satisfy a wide range of chat routing requirements. Below are some typical scenarios:
Learn more about how Comm100 Live Chat ACD assists you with these requirements.
When multiple agents in a department are available simultaneously, you may want to define to whom a new chat request should be assigned. Comm100 Live Chat ACD provides powerful chat assignment algorithms, allowing you to define different chat distribution rules for different departments. A chat request can be assigned:
Assign a chat request to the agent with the fewest ongoing chats to achieve workload balance.
Assign a chat request to the agent with the best availability, which is determined by the maximum concurrent chats of an agent and the total number of chats this agent is currently handling.
Assign chat requests to the online agents one by one sequentially to share chats evenly.
Each department can have a backup department. When agents in the primary department are fully occupied or are offline, chat requests can be automatically distributed to an agent in the backup department.
You can assign priority for chat requests. Queued chats with a higher priority are distributed before those with a lower setting. When priority is the same for multiple chats in the queue, chats will be distributed sequentially based on the time they entered the queue. This ensures that important chats are answered first.