Routing method determines the order in which agents receive calls from the queue.
Choose from these options:
Attendant routing rings all agents in the queue at the same time. The first call agent to pick up the call gets the call.
Serial routing rings all call agents one by one in the order specified in the Call agents list. If an agent dismisses or doesn't pick up a call, the call will ring the next agent. This will repeat until the call is picked up or times out.
Round robin balances the routing of incoming calls so that each call agent gets the same number of calls from the queue. This routing method may be desirable in an inbound sales environment to assure equal opportunity among all the call agents.
Longest idle routes each call to the agent who has been idle the longest time. An agent is considered idle if their presence state is Available. Agents whose presence state isn't Available won't be eligible to receive calls until they change their presence to Available.
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