LivehelpGenie incorporates intelligent routing technology which distributes chats into the appropriate departments and alerts the best suited operator. Calls are intelligently routed based on group, status and call volume allowing your staff to be used as efficiently as possible.

• Auto-Queuing - LivehelpGenie provides a queue distribution model that automatically assigns new customer chat to operators based on their availability, skill and performance. Visitors are queued on a first come first serve (FIFO) basis, and then transferred to Automatic Call Distribution when operators are available.
• Request Rejection - Operator that receives call distribution request may accept call, forward call to the next available agent or decline call. Once an agent rejects a call, the visitor will be routed to some other online operator or he will get a message that all our operators are offline, please leave a message.
• Queue Timeout - Every Operator will have their own individual queue. Administrators can determine the total queue time, after which the visitor will be automatically routed to some other online operator or he will get a message that all our operators are offline, please leave a message.
• User Routing Selection- LiveHelp Genie gives advantage of choosing a particular department, representative or it can be vice versa, then LiveHelp Genie will automatically route the visitor.
• Mix Routing Methods - This will have the combination of the above routing capabilities. For example, one department can be set up for queuing, while another is set up for auto-queuing.
• Intelligent Chat Distribution - Chat Sessions can be routed automatically to the least busy Operator and all requests are assigned a queue slot. This also ensures that online operators receive equal call volume. For e.g. LivehelpGenie software can have more than one department or agent depending on their functionality. If a Web visitor on a page is for sales department, then his/her call will be routed in priority only to those operator handling sales or Sales department.
• Auto Transfer - It includes routing of agents from one operator to some other operator if his call has been rejected by the first one, or if second operator have lesser chats in queue, this reduces customer wait times.