Unified Routing in Sprinklr is powered by AI and machine learning algorithms that analyze the content of the message, as well as the customer's history and profile, to determine the best course of action. This ensures that customers receive fast, personalized, and accurate responses to their inquiries or issues, which can help to improve customer satisfaction and loyalty.
For routing the calls/cases through unified routing, we need to add the calls/cases to the work queue. Teams can use following ways to add cases in a work queue:

1. IVR: Assign to Agent Node

2. IVR/Guided Workflow/ACW: Schedule Callback Node

3. Rule Engine: Use Actions to Universal Case

4. Conversational AI : Assign Agent

5. Macro: Add to work queue

​IVR Assign to Agent Node

Admins can use the assign to agent node in the IVR. In which we can specify the work queue to which those calls will be routed to.

IVR/Guided Workflow/ACW: Schedule Callback Node

Whenever we need to schedule callbacks during a workflow, we need to add a method using which we can assign those callbacks to a work queue. Schedule Callback Node provides an option to choose the work queue there itself.

​Rule Engine: Use Actions to Universal Case

We can configure the case update rule to route cases to a particular work queue. Here, we need to select Actions to Universal Case, and select Assign to Work Queue, after which you can specify the work queue to which you want to transfer the case.

Conversational AI

Cases can routed to the work queue from Conversational AI via the Assign Agent node. You can select desired work queue to which the case should be routed to.

​

Macro: Add to work queue

We can configure a macro, which can be used by the agents to assign a case to a work queue. We need to add Assign Case To action in the macro, where the value will be a work queue which will be selected by the agent while running the macro.

​