This article provides an overview of how Smart Agent Routing works for your agents. Smart Agent Routing routes your inbound phone calls to your agents based on three optional routing rules: 1) Route calls to the agent most idle (least busy) 2)Route calls to highest closer and 3) Route calls to the Last Followup agent within ELM. To advance to flow charts see below.
Smart Agent Routing applies to administrators as well as agents. To ensure that agents and administrators follow Smart Agent Routing rules, please be sure that they are configured to be “In Call Rotation”. To do this go to Account Settings > Agents and select “In Agent Call Rotation”. Please note: there are two additional features called “Timed Delivery" (formally Pop-Delay) and “Skill Based Routing” that could affect these settings.
Route to Most Idle Agent: To determine how to route calls to the agent most idle (least busy), Smart Agent Routing looks at the last time someone received an Inbound or Outbound call (whoever has the longest elapsed time) or the time since someone first logged in. Whichever has the greatest time since first login or last Inbound/Outbound call is considered to be “most idle”. The agent with the highest idle time will receive the next call. An agent’s status will not reset their idle time. There is a master setting for the idle wait time that can supersede individual configurations if it has been set.
Route to Highest Closer: There are two options when it comes to highest closer routing. The first option is to route to the agent with the highest call conversion rate for a particular area (skill) such as spa or golf. The second option is to route to the agent with the highest call conversion for the overall account (across all skills). The highest closer routing rule is based on the highest conversion percentage for all agents for the last rolling 30 days. To find this conversion go to Reports > Conversion Reports > Inbound Call Conversion and this information is updated hourly. The call is sent to the highest converter available at the time of call delivery.
If your account has skills, the conversion can be optionally based upon the conversion percentage per skill (conversion percentage can be verified following the same instructions as above). To configure this option please contact Revinate Technical Support at support@revinate.com.
Route to Last Agent: This Smart Agent Routing rule supersedes all other rules and is based on the inbound guest phone number matching any ELM lead where the agent is listed as the ‘Assigned Agent’.
Miscellaneous Information: If the agent determined to receive a call in any of the flow charts below has a status other than “Available”, that agent will not receive the call and the call will follow the stated routing rules.
An optional routing rule can be configured for call centers that utilize pop delays. If pop delays are used with Skills, you can configure to have the pop delay ignored if only one agent is available. If you would like this optional setting configured, please contact Revinate Technical Support at support@revinate.com and review our Utilize Skilled Proficiency article.