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
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