Omnichannel for Customer Service – Skills based routing AND Virtual Agents

Recently I was asked to consider a requirement to roue web chats within Omnichannel for Customer Service in a particular way. In this post I explain how I used a combination of Virtual Agents and skills based routing to achieve the requirements.

So the ask was, to route all chats to a group of first line or front line agents.

But if those front line guys were busy we’d want anyone available in…

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Omnichannel for Customer Service – Skills based routing AND Virtual Agents

Recently I was asked to consider a requirement to roue web chats within Omnichannel for Customer Service in a particular way. In this post I explain how I used a combination of Virtual Agents and skills based routing to achieve the requirements.

Blog Syndicated with Neil Parkhurst’s Permission

Author: Neil Parkhurst

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