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How Does Routing Work with OmniQ?

OmniQ is responsible for routing visitor engagement requests to site operators. Routing for a site is specified in terms of queues. A site may have zero or more queues. For configuration options, see OmniQ Administration.

Routing

OmniQ takes into account many factors when routing incoming visitor engagement requests to online operators.

A visitor engagement request may specify the following

Media the desired media the visitor wishes to use during the engagement

Team the desired operator team(s) with which the visitor wished to engage

Queue a specific queue ID the visitor wishes to enter

Together, the visitor's requested media, team, and queue define which queue is entered. If multiple queues satisfy the request, the visitor may enter multiple queues (but will only be serviced by at most one operator).

Once a visitor has entered a queue, OmniQ routes the request to an operator. Distribution of incoming engagements depends on prioritization of operators in a certain queue. The list of operators will be then ordered based on the following criteria, listed in order of significance.

If prioritization of the operators is switched ON for this queue and priority assigned to each operator:

  1. The priority of operators
  2. On-going engagement count (multiengagement count) - operators with less engagements come first.
  3. Engagement is given to an operator who has been available the longest.

If prioritization of the operators is switched OFF for this queue (default*):

  1. On-going engagement count (multiengagement count) - operators with less engagements come first.
  2. Operator media level (the highest media level is maintained on site)
  3. Engagement is given to an operator who has been available the longest.

*In case a visitor is queuing in multiple queues at the same time, the default setting is used.

 

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