The Digital routing section of the platform deals with the digital interactions that route to your contact center from different sources, such as Facebook, Twitter, web chats, and email. When there’s an incoming digital interaction or message, the system will route it to a digital queue and agent based on a set of rules and priorities that you can configure to your needs.
To fully configure Omni-channel digital routing, you’ll be required to work both within the Voice Admin and Digital Admin interfaces.
You’ll first use Digital Admin to create and configure all your sources, channels, languages, and categories. These are the tools that will allow agents to respond efficiently to messages, comments, and issues posted or sent via Facebook, Twitter, and more.
Additionally, agents are created in Digital Admin, where administrators can set and assign roles for users, organize users by teams, and ensure each user has the necessary permissions to perform their tasks.
Once configuration in Digital Admin is complete, administrators can navigate to Voice Admin and create and configure their digital queues. Digital queues will determine the flow of messages to digital queues and agents based on a set of routing priorities and rules. This flow can range from simple (like routing the next digital interaction to the next available agent) to complex (like routing messages to agents based on customer concerns and agent skills).
Those same agents created in Digital Admin must also be added to Voice Admin, where you can configure their permissions in Omni-channel Agent and assign them to digital queues so they can begin handing digital interactions.
You can create and configure your digital queues under the Routing menu option in the left-hand navigation bar. Here, you can configure and manage your inbound queues, from routing priorities to queue events, weekly schedules, and more.