Routes
Routes serve as the digital pathways guiding customer interactions from initiation to resolution. These routes are meticulously designed to optimize the customer journey, ensuring that requests, queries, and feedback are directed to the appropriate channels and personnel.
Ephanti incorporates intelligent routing algorithms, leveraging data insights to prioritize and expedite responses based on the nature and urgency of customer needs. By establishing efficient routes, organizations not only enhance customer satisfaction but also streamline internal processes, fostering a responsive and customer-centric environment.
We use routes to channel queues based on the nature and urgency of customer needs.
How To Route A Queue
To "Route" a queue,
Go to "Settings -> Routes".
Click on +New button.
A modal appears, give a name to the "Route".
Add the queue that needs to be channeled from the list.
Set conditions for the queue to be directed.
a. Add the filter.
b. You can add multiple filters by selecting the '+' icon.
Prioritize the route. It can be numbered according to the nature and urgency of the request.
Enable/Disable the route using the toggle button and click on "OK".
You have now successfully channeled the queue using "Route".