Smart Routing

CINNOX supports flexible routing capabilities to handle customer or visitor enquiries to different desired Destinations any time of the day and during your agents on and off schedule.

You may set Destination endpoints to cater to different visitors based on their locations or browser language settings. You may also impose rules to redirect enquiries according to percentage volume or time of day.

 

Refer to the following:

• Manage Destinations and Create Service Group for your agent, use PSTN phone number or SIP Trunk, and add Language and Location.

• Add your Chatbot as your Destination - handled party for chat enquiries.

• Use the Interactive Voice Response (IVR) to manage incoming calls and route them to the best agent according to the customer language, support service and enquiry type.

• Alternative, Percentage, Time and Sticky Routing are the routing rules for your workforce operation.