Advanced Routing Updates

Environment:

Advanced Routing (Smart Interaction Hub or SIH)

Resolution:

The Advanced Routing (Smart Interaction Hub) Service is a single-version service that is updated without user impact. This feature can assign chats and/or incidents based on product or language skills, ensuring that customers’ questions are answered accurately and efficiently.

Product Development will regularly update the Advanced Routing Service. The purpose of these updates are to improve the capabilities of the Advanced Routing Service and/or to remediate known defects. The update process is designed to cause no impact to your service and the schedule for these updates will be announced via this Answer Link: Chat Service Updates.

Useful documentation links:

How You Configure Advanced Routing for Chat
Configuring advanced chat routing
Assigning chats to agents through Advanced Routing

How You Configure Advanced Routing for Incidents
Necessary criteria for Advanced Routing to assign an incident to an agent
Advanced Routing for Incidents FAQs