Workload routing (Cliedesk Pro)

With Cliedesk Pro, routing looks at how much work each agent has, which skills they have and when they work. This page adds to Routing. You set most options on a queue: Settings → Conversations → Queues, then Routing on the queue, section Workload.

Capacity

Capacity is how many open conversations an agent takes per channel group. The defaults are chat 3, email and forms 10, messaging 3 and voice 1. Conversations in a Waiting status do not count.

To change capacity, go to Settings → Team & roles → Statuses, section Capacity:

1. Select the people in the table. It shows their open conversations and their capacity, for example 2 / 3.
2. Type the new numbers and select Set for … selected. Type - to remove a person’s own number.
3. Make it the default changes the number for everyone without their own number.

Export CSV downloads the table. Push routing stops at the limit. When you assign by hand you may go over it; a message tells you. Above 100 Cliedesk warns you, but there is no limit. A new team with Assign new conversations automatically gets a balanced queue and the default capacity.

More options are in the section Workload options on the same page (people with Manage SLAs and routing):

• Wrap-up time per channel group (0 to 30 minutes): after you resolve a conversation, your slot stays reserved. A banner counts down. Ready for next ends it at once.
• Inactive chats: a chat without a customer message for 10 minutes stops counting. You can keep counting it. A chat whose reminders are paused always counts.
• Points: each conversation weighs its effort (the AI estimate, or the weight an admin sets on the conversation), and capacity is in points.
• Ramp-up: an agent who just came Online gets at most 1 conversation per 2 minutes for the first 10 minutes.

Balanced, split and overflow

• Balanced: the next conversation goes to the agent with the most free capacity. On a tie: fewest open conversations, then the longest wait since their last one. On a tie, prefer the agent who usually solves this kind of conversation fastest uses past resolution times.
• Most conversations of this queue per agent: for example 2 for a VIP queue, whatever their free capacity.
• Split by percent: for example 70 % to your team and 30 % to a partner team.
• Overflow teams: they get work only when nobody in the queue’s teams has capacity, or after the conversation waited the minutes you set (default 10).

Skills

Add skills in Settings → Team & roles → Statuses, section Skills: languages, products, topics, brands, tiers or your own. Set each person’s level on their person page with Skills and shifts (Basic, Good, Expert).

A conversation gets skills from its language and topic, from the queue and from workflows. Routing gives it to people with the skills, best level first. Optional skills are dropped when nobody with them is free for 60 seconds on chat or 60 minutes on email. Required skills are never dropped. The timeline shows each step.

Skill proposals: the AI looks at what each person resolved and proposes skills. Nothing changes until you Accept.

Suggested assignee

In a conversation, Suggest lists the best people with the reason, for example “Has the skills, has free capacity.” Select Assign to give it to them.

The AI agent as a team member

The AI agent is a member of this queue gives new conversations to the AI first, up to the number it handles at once. When the AI hands over, routing gives the conversation to a person. The AI’s summary note is on the conversation.

Shifts and the forecast

On a person page, Skills and shifts sets weekly shifts (for example 09:00-17:00), time off and a calendar feed (the secret iCal address of Google Calendar or Outlook). People get new work only on shift and not on time off. The calendar is imported a moment after you save it, and again every day (up to 500 coming events). A Supervisor can change these only for the agents of teams they lead.

Reports → Team, section Forecast and coverage, shows the expected conversations per hour for the next weeks and marks hours with too few people working.