Request routing

Routing is the automatic distribution of new requests between departments and agents.

Routing rules decide who gets a request: by topic, language, channel, customer tier or the agent's current workload.

Without routing, requests are picked manually and some get stuck. With rules, every request quickly reaches the person best suited to handle it.

In Connecta distribution takes the shift schedule into account: requests do not go to an agent who is not working right now.