Location Based Call Routing

This article explains how to route calls and chat requests based on the call origin location automatically using Video Service Desk.

What Is Location Based Routing? #

The call and chat requests coming from the customers could be routed to different teams or agents based on the Client Locations. For example, calls from a certain branch could be routed to the agents belonging to that branch only.

Setup Steps #

1. Create the different location names as Skills for your account e.g. Mumbai Customer Calls, London Customer Calls, etc.

    

2. If you do not have actual physical branches as locations and want to route calls from the different web pages to different agents, create Skills as Landing Page Enquiries, Dashboard Customer Queries, etc.

    

3. Edit the Client Location for which you want to route the call requests based on location.

    

4. In the Skills tab, enable the appropriate skills needed to pick calls originating from this location. For example, assign Mumbai Customer Calls skill to the Mumbai client location.

    

5. Next, go to the Agents section. For each agent, click on Edit button, go to the Skills tab and assign the appropriate skills to the agent. For example, assign the skill to attend Mumbai Customer Calls to all the agents working in the Mumbai Branch.

Please feel free to contact us in case you need any help with the initial setup.