What is unified routing?

Unified routing receives inquiries from all channels and determines who should handle them.

Three steps

First, the inquiry is classified — what it is about and how important it is. It is then routed to the appropriate queue. Finally, it is assigned to an agent with available capacity and the right expertise.

What it replaces

A team leader manually assigning tasks, or agents picking whatever looks easiest. Both approaches work up to a certain volume, and both result in an uneven distribution.

It requires setup

The rules must be defined, agents’ skills must be registered, and capacity must be accurate. If this is only half done, the engine routes cases incorrectly—and agents quickly lose trust in it.