Why Contact Centres Need Automatic Query Routing

Managing a contact centre is all about ensuring customer queries are answered as efficiently as possible – and for the most part, that means putting the query in front of the right agent, with the right information, at the right time. Most contact centres use an element of automatic routing to sort interactions into queues – but often, it comes right back down to supervisors cherry-picking interactions and assigning them to agents in order for this queries to get an answer.

This is where Gnatta’s Workflow engine comes in, automating the routing process end-to-end. Interactions are assessed, split, and assigned directly to agent radars completely handsfree. It’s the dream in contact centre management – here’s why.

(Short on time? Here’s a FREE TEMPLATE to map out your own contact centre routing plan).

The Problem with Manual Assignment

Without automatic routing, incoming queries would be placed in a queue, where supervisors can manually assign them to agents. This creates several concerns:

• Time-Consuming: Supervisors spend too much time sorting and assigning tasks instead of focusing on attendance, reporting, or supporting agents.
• Inconsistent Assignments: Manual routing can result in mismatches, leading to longer resolution times.
• Slower Response Times: Delays in manually assigning queries lead to slower responses and potential customer frustration.

The Power of Automatic Routing with Gnatta

Gnatta’s Workflow engine eliminates these problems by routing queries automatically to the most appropriate agents based on real-time conditions such as agent availability, skillsets, and workload. This brings several benefits:

1. Instant Query Assignment
   Queries are automatically matched to the best agent, removing the need for human intervention and ensuring faster responses.
2. Reduced Supervisor Workload
   Supervisors are freed from manual task assignments, allowing them to focus on team performance and strategy.
3. Consistent, Accurate Routing
   Gnatta ensures that customers are consistently matched with the right agent, reducing errors and improving first-contact resolution.
4. Improved Customer Experience
   Automatic routing minimizes wait times, ensuring that customers are connected to the right agent quickly, leading to higher satisfaction.
5. Optimized Resource Use
   Gnatta’s engine ensures that agents are assigned tasks based on workload and expertise, preventing imbalances and maximizing productivity.

Building Your Automatic Routing Plan

Gnatta doesn’t just guess what your routing should be – you put your bespoke routing plan, your ideas, right into the decision making engine. For each channel, media account and team, you can decide exactly which queries should be answered by which agents. If there’s a pattern to the decision-making your supervisors use to assign queries, it can be replicated in the Workflow engine.

Example routing scenarios might be:

• Routing chats based on options selected in a pre-chat survey
• Routing emails based on keywords detected in the body such as ‘refund’ or ‘tracking’
• Routing Facebook interactions based on whether the message is public or private
• Routing emails based on the sender address (like sending 3rd party queries to the back-office team)
• Routing telephone calls based on caller input during an IVR journey

We’d suggest starting simple, by mapping out that plan in an ever-reliable spreadsheet. Fill it in, pass it around your team, scribble it all down on a whiteboard. Really think about who should answer what, and what you might achieve in an ideal world. Here’s a free template to get you started: