Unified Routing Overview

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What is Unified Routing ?

Ensuring customer satisfaction is paramount for any brand striving to maintain a positive reputation and foster long-term loyalty. When a customer raises a query, they expect prompt, effective, and personalized support from the brand. When customers message/call to a brand's helpline number, fi

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Unified Routing Overview

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Benefits of Unified Routing

With the capability of automatic case distribution, Unified Routing is a giant leap from traditional routing mechanisms, helping brands to provide faster and smooth customer care services. By leveraging intelligent routing mechanisms, businesses can deliver efficient and personalized support, leadin

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Unified Routing Overview

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Different Types of Case Routing Mechanisms

Unified routing employs skill-based, non-skill-based and round-robin assignment mechanisms to ensure effective case routing. In this article, you will learn about the different types of case routing mechanisms offered by Unified Routing.Skill-Based AssignmentSkill-based assignment in Unified Routing

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Unified Routing Overview

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What are Skills and how to use them ?

For a brand, it is important that every customer query should be resolved in the least possible time and with maximum customer satisfaction. A customer expects that his/her query should be sent to an agent who has adequate knowledge and experience to resolve the issue faced by the customer. Unified

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Unified Routing Overview

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Concurrent Agent Capacity

What is Agent Capacity ?  In Unified Routing, agent capacity refers to the maximum workload or number of customer queries that an agent can handle within a specified timeframe. To ensure uniform distribution of these calls/cases, Unified Routing allows administrators or supervisors to define the cap

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Unified Routing Overview

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Overview of Stickiness - Assign to same agent

What is Stickiness ? In Unified Routing, stickiness refers to a predefined time period during which a case is considered a follow-up or continuation of a previous interaction of the agent with the customer. If the customer reaches out within the stickiness duration, the case is assigned to the same

Knowledge Base Article

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Unified Routing Overview

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