Meiqia routes by skill group, workload, customer ownership and channel rules — protecting agents from overload while keeping familiar faces on repeat customers.
Multiple strategies
Round-robin, skill matching and ownership priority can be combined, with a fallback rule behind them.
- Round-robin and load balancing
- Skill group and tag matching
- Returning customer to last agent
Caps and overflow
Per-agent concurrency caps prevent pile-ups; overflow moves conversations to a backup group.
- Per-agent concurrency cap
- Busy and away awareness
- Overflow to backup group
FAQ
Can agents transfer manually?
Yes, to a colleague or a group, with a transfer note that travels along.
Can rules change by time of day?
Yes — for example, route everything to the on-call group at night.