Auto-route customer to specific technician

Issue:   You have multiple technicians and want to determine which technician your customer is routed to by default

Details:

These details explain the default behavior of Instant Housecall.  Which scenario suits your profile depends on whether you have Teams and Groups set up in the system.  If you have no set up Teams and Groups, refer to default behavior #1.

  • Default behavior #1 (simple):  Customer is routed to the last Specialist he or she worked with in the past.  If unavailable, the call is routed to the least busy Specialist on a load-balanced profile
  • Default behavior #2 (teams and groups set up):  Customer is routed to the last Specialist he or she worked with in the past.  If unavailable, the least busy Specialist on his team.  If unavailable, the least busy Specialist in his company (if teams are set up to have fall-through)
If no Specialist is available, Customer is advised to wait for Specialist to sign in or leave a message.

Solutions:

Option 1:  Customer can choose from drop-down menu or via Options

  • Your customer can choose which technician they want to connect to by choosing them from the Drop Down menu on the Start Session screen; or
  • Click the Options tab, then type an e-mail address
Option 2:  Simple Routing
  • Simple routing uses the default behaviors set out above.  When a net-new customer connects to you, the specialistPreference is respected, otherwise the Customer is routed to the last Specialist he or she worked with in the past
  • If you are using a direct download link from your website, append "&specialistPreference=someone@email.com", where the e-mail address is the Specialist ID of the person you want to route the call to  

Option 3:  Authoritative Routing

  • Authoritative routing ensures that the Specialist in specialistPreference is authoritative -- that is, the call is always routed to the Specialist regardless of Customer history
  • To set up authoritative routing, contact Instant Housecall Support to change your account to use Authoritative Routing

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