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How are calls routed?

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Once you have decided how and when your agents should receive calls, call distribution is determined using four different criteria. Priorities are applied in this order so, when two agents are tied in some criterion, the next one will apply:

  1. Availability Criterion - Sorts according to the agent state
  2. Less Flexible Criterion - Prefers agents that have less ring groups
  3. More Specialized Criterion - Prefers agents that are more specialized
  4. Idle Time Criterion - Prefers agents that have been idle the longest

1. Availability

Incoming calls are exclusively routed to available agents or to agents with forwarding enabled. Available agents are selected before agents who have their calls forwarding to an external phone.

2. Flexibility

Sorts agents according to how many non overlapping ring groups the agent and the number have. Agents with less non overlapping events are preferred. Less flexible agents (less ring groups) are selected before more flexible agents, so these can be preserved for future calls (the logic is that if there is an incoming call for other not asked ring groups, more flexible agents can answer it, while less flexible agents can not).

Example:

If the number has ring groups ‘French’ and ‘Enterprise Sales’ then the sorting would be:

  1. Rita and Peter are tied with 0 non-overlapping ring groups.
  2. Mary is given the lowest priority with 4 non-overlapping ring-groups.

3. Specialization

Sorts agents according to how many overlapping events the agent and number have. Agents with less overlapping are preferred. The logic of this criteria is to prefer agents that are more specialized, leaving more flexible agents available for other calls.

Example:

If the number has ring groups ‘French’ and ‘Enterprise Sales’ then the sorting would be:

  1. Rita is preferred as she only overlaps with 1 of the ring groups on the call
  2. Mary and Peter are tied up with 2 overlaps between their ring groups and the call ring groups.

4. Idleness

Sorts agents according to how long they have been idle (time since last call was disconnected, irrespective of status changes). Agents that have been idle the longest since their last call was disconnected are preferred. 

 

Please also review our companion article: How many agents should be rung? 

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