Basic Contact Routing

An incoming call arrives at an entry point where the caller is presented with three options. After the caller selects an option, the call is sent to a queue, where it waits for an agent to become available on one of the teams servicing that queue.

Each entry point and queue is associated with one or more routing strategies, which control how calls get serviced at specified time intervals, including what call control script to use to treat the call and what audio file to play when a call arrives or is waiting in queue.

In addition, the routing strategy for a queue specifies which teams receive calls and in what order, how long the call can wait in queue (before it gets distributed to an overflow destination number), and fail-over settings for agents and teams. You can specify one of the following options for identifying an agent to service a call:

• Longest Available Agent—Incoming calls get directed to the agent who has been available for the longest time.

• Load Balance—Incoming calls get distributed among a group of teams based on ratios specified in the strategy.

• Priority Based—Incoming calls get distributed to agent teams based on a priority rating assigned to each team.

• Skill Based—Incoming calls get distributed to agents who possess a required set of skills, such as language fluency or product expertise.