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Live Agent has been put in maintenance mode. The product will continue to be maintained in the foreseeable future. Users can continue to fully rely on Live Agent being available. In future releases, only security updates and bug fixes will be provided; no new features will be released.
Conversation routing is the mechanism used to assign and distribute incoming conversations to the appropriate human agents for handling. It involves intelligent routing algorithms that consider factors like agent availability and workload to determine a recipient for each conversation. In Cognigy Live Agent, conversation routing ensures that conversations are efficiently directed to the right agents or teams, enabling timely and effective customer support. This feature optimizes resource utilization and enhances the productivity of human agents. In Live Agent, there are two routing modes: Conversation routing can consider a limit per agent applied to both Manual and Automatic modes and can only be set up for all Inboxes.