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…

Continue Reading Neil Parkhurst’s Article on their blog

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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