Chat routing

Decide who picks up each conversation

Waiting in queues

10

Across all queues

Active rules

3/4

Skills based

Agents available

2

Online right now

Auto-reassign

10 min

If no reply

Assignment strategy

Skills based rules

  • French delivery questions

    When language = FR AND tag = delivery → Logistics team

    high
    34 today

  • English wholesale leads

    When language = EN AND tag = wholesale → Aïssa N.

    urgent
    9 today

  • Email backlog

    When channel = email → Brice T.

    normal
    17 today

  • Promo site overflow

    When site = promo.boutique-cm.example → Round robin (all agents)

    normal
    0 today

Rules are evaluated top to bottom. Anything unmatched falls back to skills based.

Recent assignments

  • 09:41Order not deliveredFrench delivery questions
    Clarisse M.
  • 09:38Bulk order for 40 unitsEnglish wholesale leads
    Aïssa N.
  • 09:31Invoice copy pleaseEmail backlog
    Brice T.
  • 09:24Sizing questionFallback · least busy
    Brice T.
  • 09:12MoMo payment failedFallback · least busy
    Clarisse M.

Queues

  • Front line4 waiting

    3 agents · longest wait 2 min · SLA 5 min

  • Logistics team2 waiting

    2 agents · longest wait 6 min · SLA 10 min

  • Billing1 waiting

    1 agents · longest wait 11 min · SLA 15 min

  • Unassigned overflow3 waiting

    0 agents · longest wait 18 min · SLA 20 min

Limits & fallbacks

Agent availability

  • Aïssa N.6/5
  • Brice T.4/5
  • Clarisse M.2/5
  • Doriane K.0/5