Department management

Departments are used to group agents and distribute chats.

How do departments relate to other Bold360 entities?

Departments can be associated with the following items:

  • Agents, who can be grouped in multiple departments
  • Chat Button (chats initiated from a button can be routed to a specific department)
  • Chat Window pre-chat form (customers can select a department to facilitate routing to a specific department)
  • Rules (when a chat triggers a rule, the chat is routed to a specific department)
  • Other departments as Rollover Departments

What is controlled by the department definition?

The department definition controls the following:

  • How agents are grouped
  • How chats are distributed, including the ability to override Automatic Distribution settings at the department level
  • Departments can also be associated with a specific language to help route chats to agents with appropriate language skills