As we discussed in Intro to Routing mode
, Routing mode allows you to check what to prioritize since your messages are grouped together according to their workflow status. Interactions are routed to agents based on how they are configured in the admin interface and according to agent competencies and level of urgency.
When a new interaction is received, it will first route to the Ongoing folder, and at that point the agent will get an alert that there’s a new interaction. When the agent accepts the interaction by clicking on the chat, the message thread will pop up in the middle panel.
Keep in mind that accepting incoming interactions in a timely manner is important. Your administrator may set a time limit for accepting interactions via the admin interface and any missed interaction will affect agent productivity. If set by your administrator, the notification for an awaiting interaction will no longer be visible once an awaiting interaction times out.
If there are inactive messages in the Ongoing folder, you will be alerted with a pop-up that the interaction has been inactive. You can declutter the Ongoing folder by choosing to defer that interaction to a later time, transfer it to another agent more capable of solving the interaction, or completing the interaction.
You can also use your message action items to perform interactions. It’s important to be familiar with these action items so you can respond to customers and categorize their messages efficiently. Let’s discuss the message action items available for you in Routing mode.