Case Routing is a feature of Desk.com that notifies Agents of new cases as they come in and helps them respond to customers in real time. When you turn on Case Routing, Desk.com automatically delivers new cases to Agents so that they “pop” up over whatever else is being worked on.
Because different organizations work in different ways, we wanted to provide you with more flexibility in Case Routing, so that you can optimize it for your team. We’ve just added two features that let you fine-tune the behavior of Case Routing:
- Passive Screenpop: Not everybody wants big, bold notifications of new cases. The Passive Screenpop option makes the case routing notifications (“screenpops”) less intrusive for Agents. With Passive Screenpop turned on, notifications appear in a small box at the top of the page instead of a larger box overlaying most of the page, and the Agent can choose to accept or ignore the notification.
- Single Case Routing: Some teams prefer to be notified of only one new case at a time. Use this option to restrict the way new cases get routed to your Agents. With Single Case Routing turned on, Agents will never receive a routed case while they have another case open.
Background: What Is Case Routing?
As new cases come into Desk.com from email, live chat, Twitter, and Facebook you can immediately route them to agents based on priority and Agent availability. Case routing notifies your team of new cases as they come in, and also routes those cases to specific Agents that are in the best position to respond immediately.
Say you have five Agents working, but two have fewer open cases than the others. With Case Routing turned on, those two Agents would be assigned the next new cases that come in. Case Routing helps your team work efficiently and helps your customers get the fastest response.
To enable Case Routing from the Admin Panel Case Management Tab: Agents>Case Routing.
When Case Routing is enabled, Agents receive a screenpop (dialog box) to alert them to work on the next case or a more important case. The screenpop is visible for a set period of time determined by the “Screenpop Timeout” configuration. Agents can also choose their preferred alert sound from Agent Desktop Settings.
You can customize Case Routing to meet your needs. Some teams prefer to have screenpops be more passive (where they appear, but can be ignored) or to only have one case routed to an agent at a time. This is why we’ve added these two new features that let you fine-tune the case routing.
New Feature #1: Passive Screenpop
Now Admins can choose a less intrusive approach by enabling “Passive Screenpop”:
Once enabled from the Admin Panel via Case Management > Agents > Passive Screenpop, a notification arrives in a collapsed mode screenpop, which is less distracting and allows Agents to continue with their work until they are ready to begin working on the newly routed case.
Agents can choose to expand the view to see the full array of routing information:
To enable Passive Screenpop: From the Admin Panel Case Management Tab>Agents>Passive Screenpop.
New Feature #2: Single Case Routing
The second (and complementary) feature we have added is Single Case Routing. Currently, if an Agent is working on a case and another comes in with a higher priority, a screenpop will appear. This could happen several times in a row and the screenpop will continue to appear after each case is accepted, again potentially disrupting an Agent’s work.
With Single Case Routing, Agents will never receive a routed case while they have a case open. As soon as the case is closed, routing will resume. This enables an Agent to continue to receive routing notifications–but only when they’re not actively working on a case. Think of it as “Do Not Disturb” mode for routing.
To enable Single Case Routing: From the Admin Panel Case Management Tab>Agents>Route One Case at a Time
Small Improvements. Happier Agents.
Seemingly small or subtle improvements like Passive Screenpop and Single Case Routing often make the biggest difference to productivity and job satisfaction for our customers, so please reach out to us with your thoughts. We’ve got a few more plans to make this feature even better and more useful. Stay tuned!