Routing Attributes

You can use custom attributes to route chats to the right team and the right agent. There are two types:

  • User Attributes
  • Chat Attributes

User Attributes

User attributes can be used to logically group agents into skills. Afterwards, when a chat is assigned to a skill, any agent mapped to the skill can receive the chat based on the thresholds set for each agent profile.

Adding a User Attribute

  1. In the Admin Console, select Settings [1].
  2. Select Routing Attributes [2].
  3. Select User Attributes [3].
  4. Click on ADD AN ATTRIBUTE [4].
  1. Give the attribute a name [5].
  2. Choose the “Type” from the drop-down list [6].
  3. Write a description to help explain the purpose of the attribute [7].
  4. Click on ADD [8].

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Note

The user attributes work in key-value pairs on Talkdesk Omnichannel. Once the keys are configured using the above steps, each agent profile should be individually mapped to these attributes by providing values against these keys in the Edit Profile page.

Chat Attributes

Chat attributes can be used to provide additional contextual information about a conversation with a customer, while passing additional information along from an action platform using Talkdesk Omnichannel's API. These attributes can then be used as conditions within the Intelligent Routing rules to assign the chat to the right agent or team.

Adding a Chat Attribute

  1. In the Admin Console, select Settings [1].
  2. Select Routing Attributes [2].
  3. Select Chat Attributes [3].
  4. Click on ADD AN ATTRIBUTE [4].
  1. Give the attribute a name [5].
  2. Choose the “Type” from the drop-down list [6].
  3. Write a description to help explain the purpose of the attribute [7].
  4. Click on ADD [8].

📘

Note

Chat attributes also work using key-value pairs in Talkdesk Omnichannel. Once these keys are added by the previous steps, the keys can be used to pass appropriate information into the Chat UI chat using Talkdesk Omnichannel's APIs. Furthermore, these keys will be available in the intelligent routing section to create rules. Based on the values passed in the API call and the rules set within the intelligent routing section, any chat that satisfies the conditions will be routed as per the configured rules.