Overview
Round Robin routing is a routing feature that places members of a routing group into a queue. All incoming chat requests will rotate sequentially through that queue.
This will create a level playing field for your routing group members by fairly assigning them incoming chat conversations in a rotating order. It will also limit the number of chat notifications an individual receives to only include conversations assigned to them.
Note: You must be a Terminus Chat administrator to complete the steps outlined in this guide.
How do I turn on Round Robin routing?
Round Robin routing is toggled ON by default for all new routing groups.
In each routing group, you will find a toggle to easily turn Round Robin routing on and off:
How is the Round Robin queue order decided?
When a team member is invited to the Terminus Chat platform, they are assigned an internal user ID on the backend. Members of a Round Robin routing queue are sorted by their respective internal user IDs. When a member is added to a Round Robin routing group, they will be placed in the queue according to their internal user ID.
How long does a team member have to answer a Round Robin chat notification?
Once notified, a team member has the amount of time (in seconds) defined in the Timeout section of the routing group settings to answer a chat notification. In the example pictured above, the team member would have 20 seconds to answer.
What happens if a team member does not answer a Round Robin chat notification?
If the initially selected team member does not answer their chat invitation within the Timeout period, Terminus Chat will follow the Rollover action that you have defined in the routing group.
As a best practice, we recommend choosing one of these three Rollover actions for Round Robin Routing:
- Notify Next Person in Queue: Terminus Chat will invite the next chat team member in the queue to join the conversation.
- Notify Entire Routing Group: Terminus Chat will notify everyone that you have included in this Routing Group, increasing the likelihood that the chat request is answered.
- {Another Routing Group}: Terminus Chat will invite members of another routing group to join the conversation.
- Note: If Round Robin is ON for the Routing Group that you select as Rollover, Terminus Chat will notify the next person in that respective queue. If the originally notified team member is also a member of your Rollover routing group, there is a chance that the same team member could be selected twice for a chat conversation.
The length of the Timeout applies to each routing attempt. To prevent lengthy wait times and ensure a positive experience for your chat visitors, Terminus Chat will only complete one Rollover routing attempt. If both the initial and Rollover routing attempts are missed, Terminus Chat will resume your playbook with the "Routing Fail Action" as defined in the respective Routing Play.
As a best practice, ensure that your "Routing Fail Action" is sufficiently built to collect more information from your visitor, provide a positive experience, and alert a team member to follow up as soon as possible.
Example Round Robin Scenario
Note that Round Robin is on, "Next Person in Queue" is the Rollover with a 20 second Timeout.
Terminus Chat will:
1. Notify the next team member (A) in the Round Robin queue for 20 seconds.
2. If missed, notify the next team member (B) in the Round Robin queue for 20 seconds.
3. If missed, resume your playbook with the Routing Fail Action of the respective routing play. At this point, the chat visitor has waited a total of 40 seconds.
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