What is People Match?
  • 11 Mar 2022
  • 5 Minutes To Read
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What is People Match?

  • PDF

Available in eLearning format in the Academy

In a traditional sense, routing is the process of setting identifying rules to route Customer requests to the right team, department, or Agent. People Match — a patent-protected Gladly technology — follows the same principles but with intelligence and understanding.

How People Match is different from traditional routing

Traditional Routing

With traditional routing, when a Customer sends a request, it typically looks at rules that determine how to route them to the best team or Agent that can help. Once routed, it may look at the SLA, due date for the request, or the type of Channel a request came from to determine which Customer gets prioritized.

Look at the Channel routing examples below:

  • Email – If the email body contains keywords related to new bookings, route the Customer to the Bookings queue where the next available Agent can reply to the email.
  • Chat/SMS – If a VIP customer sends an SMS containing a specific keyword, route the Customer to the VIP Customer queue where the next available Agent can help.

A Customer can be routed based on rules, which moves the Customers to an Inbox (or queue) which is then distributed to Agents based on their availability.

For the most part, Customers are helped on a first-come-first-serve basis. In traditional routing, a Customer waiting in queue because their flight was canceled is treated with the same priority as a Customer who has a flight in a month.

People Match

People Match doesn't just rely on basic identifying rules. It also looks at varying factors to decide which Customers to prioritize, how to route the Customer, and who to route them to.

Note - People Match is only available for Messaging Channels
People Match is currently not available for Voice and Tasks.

How Customers are prioritized with People Match

Tens, hundreds, even thousands of Customers may reach out to your Contact Center every day. And if you slow time down, in any given nanosecond, you only have one Agent becoming available to help many Customers waiting for help. People Match can match this one Agent to the next Customer who needs help the most in a particular Inbox.

Each Customer waiting for help has different types of questions and needs with varying levels of complexity and urgency. Think of scenarios like:

  • "Someone whose flight is today should be helped before someone who has a flight next month."
  • "Customers who chat in on Monday are more important than folks who SMS in on the weekend."
  • "It's better to have more experienced Agents help our VIP Customers."
  • "If a Customer has been waiting on the phone for 30 minutes, that's not acceptable."
  • "Ideally, Spanish-speaking Customers go to Spanish-speaking Agents, but it's ok for them to go to English-speaking Agents."

To determine how Customers are prioritized and routed to the next available Agent, People Match considers two factors:

  1. Scenario (like those described above)
  2. Relative importance (like a flight canceled today vs. a flight that's in a month)

You create these scenarios and include their relative importance through a Rules-like UI called Priority Boost, where you can set criteria for prioritizing Customer requests and their Boost Size.

  • [A] – Criteria
  • [B] – Boost Size

The criteria [A] (i.e., the Conditions) for each scenario must be met before it can be boosted. For example, if Channel is Chat and Due Date is due in 15 minutes, any chat Customers that are not due in 15 minutes or less when the Customer request was evaluated are not boosted.

Boost Scores/Points

If criteria are met in a scenario, it uses the assigned Priority [B] to boost its prioritization score — increasing the chances of the Customer who met the Conditions — to be routed to the next available Agent first. The point-based Boost Size scale looks like this:

  • Small = 1 point
  • Medium = 3 points
  • Large = 5 points
  • Very Large = 10 points 

Because the scale is associated with a score, when multiple scenarios are met, it adds up the score and collectively boosts the Customer's priority to be routed to the next available Agent. You may have various types of scenarios configured, so keep in mind that every Customer request is evaluated against all existing scenarios. The more scenarios a Customer matches, the higher the total score is to prioritize matching to an Agent.

Let's use the example below for a Customer chatting in because their flight was canceled.

CriteriaCriteria MetBoost
Long Wait for ChatYesMedium (3 Points)
Canceled FlightYesVery Large (10 Points)
Frequent Flyer PlatinumNoLarge (5 Points)
Frequent Flyer BronzeYesLow (1 Point)
Million Miles ClubNoMedium (3 Points)

Remember that Customers are evaluated against the scenarios you have and tallies a score. In the example above, this Customer is given a score of 14. When compared to every Customer waiting for the next available Agent in an Inbox, the Customer with the highest tallied score at any given moment an Agent becomes available is routed to the Agent. 

Note - Point-scale caveats
  • The point-based boost scale and how Customers are boosted may change in the future.
  • Tallied score totals are not visible in the UI.

Boost Size as a qualitative measure

Boost Size is highly dependent on how you look at priority. For example, suppose you're an airline company that occasionally experiences a disruption of flights due to storms. In that case, you may have criteria for "Cancelled Flights" using "Very Large" as a Boost Size. For an enterprise company, let's say you want to prioritize Platinum Members over Bronze Members, then it may make sense to use "Large" for Platinum members and "Medium" for Bronze.

Tip - Boost Size is a test-and-learn exercise
You may need to experiment with which Boost Size works best based on the types of scenarios you have.

Customers with no score or have matching scores

Suppose a Customer has no score (meaning they didn't meet any boost scenarios) or two Customers have the same score. In that case, they are evaluated and prioritized based on the Conversation SLA/due date.

Scores are constantly revaluated

Beyond the initial boosts Customers receive when they first contact in, scores are constantly reevaluated while the Conversation is open. For example, suppose you have a Priority Boost for a de-escalation Topic that prioritizes unhappy Customers. If an Agent is routed a Customer that has met some boosts, then applies the de-escalation Topic (because the Customer is unhappy) and reassigns the Customer to another Inbox, then the Customer is boosted again with the old boost score, plus the de-escalation Topic boost score. The newly tallied score helps prioritize routing the Customer to another Agent in the new Inbox. Furthermore, you can even use Transfer Status – Rematching Qualifier to boost any Customers who have been reassigned so they do not start "from the back of the line" when they are transferred to another Inbox.

Agent availability

People Match only works if there are Agents available to help Customers. So once a Customer has been scored and prioritized to be routed to the next Agent, the following factors are considered for Agent availability:

  • Availability – If the Agent is available to receive work.
  • Inbox – If the Agent is in the same Inbox
  • Workload – If the Agent has enough capacity to accept new work.

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