Spillover Routing When Skills Have No Agents Online

Question

Hi all, I’m trying to solve for a use case where conversations will be routed to other Teams should there be no one available on the desired team. To illustrate: A conversation is opened and should be routed to Team A as per the user’s qualification. However, there is no one available on Team A, but there is an agent available on Team B and thus the conversation is routed to Team B instead. I’m aware that Balanced assignment supports a Primary & Secondary inbox, however this doesn’t work for us in this exact case due to our volume. We aren’t currently in a place where we’d like to limit the amount of conversations an agent may have concurrently, but we do like the balanced distribution of conversations the Balanced inbox provides. Given that we aren’t limiting the amount of conversations an agent can have (and our queues are always at 0), my thinking is that conversations will start to get routed to the Secondary skills at the wrong times and end up causing more bad than good. Has anyone ever solved for this? Ideally, I’d like to exhaust my possibilities with Workflows before I opt to start writing some code for a custom integration.

Ebenezer.Laleye · Accepted Answer

Hi @Kyle T! Ebenezer here from Engineering Support👋.Unfortunately I don’t believe this is possible, it may work for calls(where a particular team is not available to pick up the call) but not for conversations at the moment.But this is a really good idea and would love to bring it to the R&D team to see if this is something they can implement.

Kyle T · Answer

@Ebenezer.LaleyeHiEbenezer! I’d appreciate if you could suggest that to yourR&D team.This functionality would be a game-changer for us, and I’m sure other businesses as well, in being able to ‘set it and forget it’. We currently have our Team Leads monitoring the inboxes on a regular cadence and reassigning any conversationsthat go unassigned due to agents being unavailable - as you can imagine, this isn’t a good use of their time.The workload management rules with the Primary and Secondary inboxes almost do what we need here, however, adding the functionality to also route to adjacent skills without the Primary inbox being empty would be a great improvement.Thanks so much!

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