Agent segmentation


Agent segmentation is a handy tool for larger customer service teams. You can assign your chat agents to relevant groups, for smarter chat routing.

This agent segmentation then makes it easier to send your chat requests to the right person, the first time. It improves the customer experience, as well as the live chat experience for agents. You simply:

• Define departments, skill groups, and seniority against each live chat agent

• Agents will then receive the chat requests that fit their role and knowledge

• Requests can be routed based on the user’s activity, like pages viewed or cart value

• Alternately, chat routing can operate based on a pre-chat survey department request

• WhosOn will then use these factors to route each chat request to the most suitable agent