Configure routing in Studio to assign calls to agents or ring groups using the Assignment and Dial component. When an interaction is assigned, the system utilizes specific parameters to identify the best agent or group for the call:
- Ring Groups: The call can be assigned to one or multiple ring groups.
- Agents: The call can be assigned to one or multiple agents.
- Attributes: Select which "Attributes" an agent needs to have and their proficiency level, in order to be considered for the assignment attempt.
Assignment by Ring Groups or Agents
For each assignment type, a selection is made from a list or a variable in the flow. The use of variables allows the system to use information collected from an external source, such as a Customer Relationship Manager (CRM). If the selection falls under the “Agents” assignment category, the variable must correspond to the agent’s email.
Assignment by Attributes
When using Attributes as the Agent matching strategy, specific Attributes and proficiency levels are selected to determine which agents are considered for the assignment attempt. Attributes and proficiency levels can also be combined using “AND” / “OR” conditions.
The system provides two sorting criteria for agent selection:
- Idle time: Agents that have stayed the longest without handling an interaction will be selected first.
- Most proficient: Agents with higher proficiency levels will be selected first (only the first attribute in the list is considered).
Note: If "Most proficient" is the main criterion, "Idle time" will be used in case of multiple agents having the same proficiency level. In this scenario, "Idle time" sorts the most proficient agents with the same proficiency level for a given attribute.
Idle Time
“Idle time” is an agent metric used in determining interaction assignment priority. The idleness criterion sorts agents according to how long they have been idle, and agents with the longest idle times are preferred.
Idle Time is defined as the amount of time they have been available and waiting. The idle time counter resets when any of the following happens:
- An inbound call ends.
- The user’s status changes to “Available”.
- The user accepts a digital interaction.
- The user receives a transfer of a digital interaction.
- The user ends a digital interaction.
Note: A cooldown window protects idle time resets triggered by manual status changes to avoid quick status toggling to manipulate the system.