Alternative, Percentage, Time and Sticky Routing

Routing rules help businesses with multiple customer service teams or groups distribute incoming customer enquiries to their preferred destinations.

In CINNOX, routing rules can be based on linear sequence, volume percentage or time of day. They are available for Tags, Virtual Numbers, and Social pages.

  • Alternative routing - distributes incoming enquiries in a linear pattern to your set destination.
  • Percentage routing - distributes incoming enquiries at percentage value.
  • Time-based routing - distributes incoming enquiries using time allocation.
  • Sticky routing - establish a relationship between a visitor and your staff. New enquiries from the same visitor will directly route to someone that helped them in the past.

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You can add up to five (5) destinations per routing condition.

 

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Alternative, Percentage and Time Routing

 

Alternative Routing

To set up alternative routing:

  • Under Routing Settings, select Alternative Routing.
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Alternative Routing

 

  • Click on (+) Add Destination. A pop window will display the Destination List
  • Select Destination or Chatbot for the Destination to add to the routing or create a new one.
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Add Destination

 

Time Routing

To set up time routing:

  • Under Routing Settings, select Time Routing

  • On the Every drop-down list, Select Days of Week.

  • The From and To fields set the start and end times, respectively.

  • Click on (+) Add Destination. A pop window will display the Destination List.

  • Select Service Group or Chatbot for the Destination to add in the routing or create a new one. You can add up to five (5) destinations in the routing.

  • On the Other Schedule section, click on + Add Destination. The added destinations are where you want to route the enquiries that do not fall within the previous condition's scope (s).

  • If you wish to add more specific times, click on + Add New Condition and repeat the previous steps.

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Percentage Routing

 

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Time Format: 24-hour notation in the form HH:MM | UTC +00:00 Timezone

 

How to add percentage layer

It is optional for you to additionally distribute incoming call enquiries based on the defined percentage.

  • Click on + Add Percentage Layer.
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Click on Add Percentage Layer

 

  • Fill in the percentage in Percentage #1. If required, also fill in Percentage #2 and so on.
  • Click on + Add Destination to select the destinations for Percentage #1, Percentage #2 and so on.
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Click on Add Destination

 

  • Click on Save and Confirm for the completion of the settings.
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Click on Confirm

 

  • The toast message indicates that the update (Time routing) is completed.
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Routing Settings is completed

 

Percentage Routing

To set a Percentage routing:

  • Under Routing Settings, select Percentage Routing
  • On the Every text field, enter a numeric value that represents the percentage.
  • Click on (+) Add Destination. A pop window will display the Destination List.
  • Select Service Group or Chatbot for the Destination to add in the routing or create a new one. You can add up to five (5) destinations in the routing.
  • On the Other Percentage section, click on + Add Destination. The added destinations are where you want to route the enquiries that do not fall within the previous condition's scope (s).
  • If you wish to add more percentage values, click on + Add New Condition and repeat the previous steps.
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Time-based Routing

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The percentage value should be between 1 and 99.

 

How to add time layer

It is optional for you to additionally distribute incoming call enquiries based on the Time Zone.

  • Click on + Add Time Layer.
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Click on Add Time Layer

 

  • Click on the drop-down list of Select Days of Week and fill in the Start Time and End Time in Schedule #1. If required, also fill in that in Schedule #2 and so on.
  • Click on + Add Destination to select the destination for Schedule #1, Schedule #2 and so on.
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Enter Start time and End time

 

  • Click on Save and Confirm for the completion of the settings.
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Routing Settings is completed

 

  • The toast message indicates that the update (Percentage routing) is completed.
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Routing Settings is completed

 

Manage the added routing settings

CINNOX provides flexibility to you to duplicate and delete the added routing settings according to your needs.

Duplicate Settings

Duplicate Settings helps you save time and duplicate the settings from the original section instead of re-entering the same information one by one to the new sections.

  • Click on Duplicate.
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Click on Duplicate

 

  • The duplicate section is placed next to the original section.
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The duplicate setting

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  • The duplicate settings will be numerically enumerated like Percentage #2, Percentage #3 or Time Zone #2, Time Zone #3, etc., next to the original one.
  • The duplicate settings will inherit all Destination Setting and Prompt Setting from their original settings.

 

Delete the duplicate settings

To delete the duplicate settings for Time and Percentage Routings:

  • Click on the trash bin icon on the added settings.
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Click on the trash bin icon

 

  • The duplicate setting is deleted.
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The duplicate setting is deleted

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  • The original setting deleted will be replaced by the second setting.
  • The Percentage #1 Settings in the Time Zone #1 Settings can be deleted if the Percentage #2 Settings in the same time zone setting have already been added.
  • The Time Zone #1 Settings in the Percentage #1 Settings can be deleted if the Time Zone #2 Settings in the Percentage #1 Settings have already been added.
  • If the percentage of the Percentage #1 Settings is deleted, Time Zone #1 Settings will inherit the Destination Setting and Prompt Setting, originating from the Percentage #1 Setting.

 

Sticky Routing

When enabled, CINNOX will create a sticky binding between the visitor and the Staff member who handles their enquiry.

To enable the Sticky Routing function:

  • Toggle the button on.
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Toggle On Sticky Routing


What's Next

Routing Rules are related to these guides: