OggChat uses intelligent routing to determine which Operators to send chat requests to on an individual basis.   This allows companies to set up dynamic schedules and chat departments to route chat requests to individual operators with right skills to most efficiently and effectively answer the visitor's question.

Intelligent Routing consists of:

• Department and Topic Based Routing
• Assignment of Individual Operators to Departments/Topics
• Operator Availability Schedules for Day-of-Week and Time of Day
• Office Working Hours by Day-Of-Week and Time of Day
• Operator Instant Messenger Status (Available or Busy)
• Current Operator Load

Dynamic Chat Routing that Just Works

OggChat's dynamic routing is always on and just works.   As an administrator of an OggChat account, you have control of working hours and departments/topics. You have the flexibility to schedule different agents at different times and assign certain agents to certain departments.  

For instance, if you have 2 customer service representatives and 2 sales people, you can just create 2 departments: Customer Service and Sales, and assign these 2 people to each department. When a visitor clicks the chat button, they will automatically select the department they want. Chats will be routed to just those operators in each department.  

Increases Efficiency of your Business

By leveraging department based routing and schedules, you know that you're making the most efficient use of each of the members of your team and also improve customer service by having employees answer visitor questions quickly and correctly.