Routing Rules: Client to Agent Assignment

This document outlines the routing rules for assigning clients to agents within the Smartly LiveChat platform. The system aims to efficiently connect clients with the most suitable and available agents, respecting both availability and workload constraints.

Purpose

When a client requests assistance, the system must determine:

• Which agent will handle the client's request.

• Ensuring compliance with agent availability and workload rules.

There are two primary assignment scenarios:

• Automatic Assignment: The system selects an agent based on predefined rules.

• Manual Assignment: A supervisor or agent explicitly assigns a client.

Automatic Assignment

The system applies the following rules in sequential order to automatically assign clients:

Rule 1: Do Not Route Blocked Clients

• If a client is blocked, they will not be routed to an agent.

Rule 2: Respect Queues/Teams if Possible

• The client is directed to a target team based on criteria such as: Channel (e.g., WhatsApp, WebChat), Language, Category/Sub-category

• If a matching queue is found, the system selects an agent who is a member of that queue.

Rule 3: Agent Must Be Available

• The system only selects agents who are:

Connected: Online and active.
Not Marked Absent: Not on a break or away.

Rule 4: Maximum Capacity

• Each agent has a defined capacity (e.g., 3 concurrent clients).

• If an agent has reached their capacity limit, they will not be selected for new assignments.

Rule 5: Choose the Least Loaded Agent

• Among the available agents, the system prioritizes the one with the fewest active clients.

Rule 6: Fallback (If No Team Agent is Available)

• If no agent is available within the targeted queue, the system attempts to assign the client to any available agent within the organization (who is online and under capacity).

If No Agent is Available

• The client remains in a waiting state (unassigned).

Manual Assignment

When a client is explicitly assigned to an agent, the following conditions and behaviors apply:

Conditions

• The agent must be: Online, Not Absent, Under Capacity

Behavior

• If the client was already assigned to the same agent: No action is taken.

• If the client was assigned to a different agent: The system updates the assignment and transfers the conversation to the new agent (if feasible).