What is Intelligent Chat Routing?
Intelligent Chat Routing is a powerful feature of the application. Each user’s spoken language, training information – that is, the competency level and the portfolio (all the different) of websites they are trained for – along with availability, current workload and status as primary or secondary operator is used by the system to intelligently match each new visitor with the best available operator. When a visitor lands on a webpage, the chat greeting appears and they have the option (in the case of bilingual websites) to first select a chat language. Once selected, the system looks for a primary (failing which a secondary) operator who speaks the language, is trained for the website and is also available to chat (is logged on and has not reached maximum workload). Please refer to the User Manual for more details, related topics and further reference.
