Our entire routing system revolves around interactions. Once an interaction (call, email or SMS) comes in, it goes through a workflow and an interaction is created. Interactions are then matched to agents.
This means you no longer need the concept of a queue. All interactions are kept in a waiting room and serves to a member when they become available and our clever routing algorithm decides it is the most important unit of work.
Every interaction is comprised of a Site, a Service, and a Skill alongside a measure of its business value and service-level agreement (SLA).
Sites, Services, and Skills
Sites, Services, and Skills are used to prioritize interactions and route them to the correct agents according to location, department, and ability.
You must set up Sites, Services, and Skills to create a Work Type, and you must create a Work Type before you can use the Work Flow Designer to create workflows for your organization.
Sites
Sites represent the regions your agents will cover. For example, if one of your agents is assigned the New York Site, interactions from customers in New York can be routed to that agent.
Multiple sites can be assigned to a single agent.
To learn how to set up sites, click here.
Services
Services represent the departments in your contact center – such as collections, client services, or sales.
- Create services to ensure that interactions coming in are routed to agents who can handle that type of work. For example, sales agents should receive sales interactions.
- ZaiLab's software has a number of default services you can use in your organization. Only an administrator can create, allocate, or remove services within an organization.
- If you don't offer a service, you can skip this step or use the default general service we've created for you.
To learn how to set up Services, click here.
Skills and Skill Groups
Skills represent the specialized expertise of your agents.
Skills are an optional agent attribute but are required to serve interactions more effectively.
Skills are grouped into Skill Groups. For example, Languages would be a Skill Group, under which would fall Skills such as English, Spanish, French, or German.
To learn how to set up Skills, click here.
How Work Types help determine the right agent
Interactions are grouped into Work Types. These stamp an interaction in the Work Flow with all the properties it needs to match the interaction to the correct agent.
So if the interaction has:
- Service: Sales
- Site: Cape Town
- Skills: English (mandatory)
Then it will match to an agent who has:
- Service: Sales
- Site: Cape Town
- Skills: English (mandatory)
How Work Types determine the priority of work
Our optimized routing algorithm looks at the business value and SLA of the Work Type to determine when one interaction should be served over another.
For example, if a call has a business value of 10 and is about to breach SLA, it will be served before an email with a long SLA of the same business value.
Among other benefits, this allows for seamless blending.