Round robin is an algorithm which ensures that all the participants of the process are equally assigned tasks and activities. With round robin enabled in chat, the chat requests raised by your clients can be assigned to your staff members in a sequential manner. This process ensures that all the staff members are assigned a chat request equally.
This setting can be accessed from : Administrator Settings>>Live Chat>>Chat Round Robin
Title: You can have multiple chat round robins configured in the system and enable them as per your requirement. You can name them as per the team names, for eg. team HR, Sales support, etc.
Schedule: A schedule defines the working hours of the staff members. As per your staff’s shift time, you can add multiple schedules in the system. These schedules assist in SLA calculation as it helps identify the working and non-working hours of the staff members. While adding a new round robin rule, you can also add a schedule.
Note: The schedule set for the round robin should match the schedule set for the round robin participants, otherwise the round robin will not be executed.
Display order: Based on your requirements, you can have multiple round robin flows configured in your system. These flows can automate your product and ensure proper timely execution of tasks. These workflows are executed one after the other and the display order of the workflow gives you the sequence in which the workflows are executed.
Criteria:
When a round robin workflow is triggered as per the event specified, the next step is matching criterias. You can add a number of criterias under OR and AND conditions. Only when the criterias put by you matches, then the action specified will be carried out. For your round robin workflow to be carried out smoothly, make sure you add all the prerequisite conditions.
Match and conditions: You can add multiple conditions here. The round robin workflow will only be executed if all the conditions stated under AND category matches. For eg. If you have added conditions such as department equals Sales, country equals Canada and chat language equals Spanish then route the chat to a particular staff member. The workflow will only be executed if all three conditions match.
Match or conditions: You can add multiple conditions here. The round robin workflow will only be executed if any one condition stated under OR category matches. For eg. If you have added conditions such as department equals Sales, country equals Canada and chat language equals Spanish then route the chat to a particular staff member who speaks Spanish. The round robin workflow will be executed if any one condition matches.
Page URL - If you want to route the chat to any specific staff member or team based on the web page the client is browsing, you can add the page URL under conditions. Let’s suppose if a client is browning your commercials page and wishes to initiate a chat, this chat can be routed to your billing team using chat workflow automation rules. These chat requests will be assigned to the team mates equally.
Department - When you enable prechat form while setting up the live chat widget, you can add prechat custom fields. Using these prechat custom fields you can capture data from the client before the chat is initiated. When the prechat form is enabled, you will find a default department field is also displayed on the widget. Under conditions you can route the chat based on the department the client chooses while initiating the chat. For eg. If the client selects the marketing department the chat can be routed to the sales and marketing team and assigned to the team mates equally.
Country - The country of the client is also traced on the backend when he initiates a chat. You can find it displayed on the online visitors dashboard. Based on which country the client belongs to, you can route the chat to a specific staff member or a team. Using this condition, you can route the chat requests equally to a team or staff members who would be assigned the chat requests.
Client Email - If you have a very important client and want the chat request to be routed to your team of trusted staff members every time that client comes to chat, you can use this condition while configuring the chat round robin. Simply put the client email address under conditions and route the chat request to your staff members for equal distribution of chat requests.
Organization - Under the client management module in VHD, we follow a simple hierarchy where the clients belonging to the same domain are clubbed together under the same organisation. So if the client who is initiating the chat belongs to a certain organisation, you can route the chat to a specific staff member or a team which handles all the activities related to that organisation. Here, using round robin the chat request can be assigned equally among the selected set of staff members.
Chat Language - While a customer initiates a chat from the customer facing interface, a pre-chat form allows you to gather all the necessary information about the customer before you begin to provide chat based support. This pre-chat form also allows the customer to select the language of chat support. Therefore, using this language as a condition, such chats can be assigned to a selected set of staff members using round robin rule of equal assignment.
Action:
Route request to team: Using round robin workflows, you can route the chat request to a team. Let’s suppose there is a career page on your website so you add the URL of the page under conditions and select the ‘HR team’ under ‘route request to team’ setting. In this way, using round robin workflows all the chat requests will be routed equally to all the HR team mates.
Route request to staff: You can also route the chat request to a particular set of staff members. Let’s consider an important client organization that you are providing customer support. While adding a new live chat round robin workflow, under conditions you can add the name of organization and select the staff members name under ‘route request to staff’ setting. In this way, whenever a client from that organization initiates a chat, this chat request will automatically be routed equally to the specific set of staff members.
Status: You can have multiple live chat round robin workflows. These workflows can be enabled and disabled as per your requirement. If you want to stop a round robin workflow from assigning the chat requests, you can simply disable the status. Using mass operations, you can select multiple workflows and disable them from the gear icon displayed on the top of the page.
Add: You can create a number of live chat round robin workflows and after creation you can save these workflows in the system by clicking on the add button at the end of the page.
