Specifying Call Distribution Settings

Call Distribution settings to determine which teams receive calls, and in what order. These settings are available in the Call Distribution section of the routing strategy for a standard Webex Contact Center queue, enabling you to assign teams to groups, which are assigned a priority based on the order in which they are created.

You assign a queue time to Group 2 and each subsequent group. When a call comes in, the teams in Group 1 become available first. If the call is not handled within the queue time specified for Group 2, the teams in Group 2 also become available. Teams in Group 2 and later serve as escalation groups; that is, their availability to handle overflow from Group 1 teams can considerably reduce the number of time calls wait in a queue.

In the case of priority-based routing, you assign a priority to each team in each group. Note that priorities are assigned across groups. Suppose, for example, that Group 1 has two teams with priorities 1 and 4, and Group 2 has two teams with priorities 2 and 3. In this scenario, the system would try to send the call to team1, then to team4. If the call has not been answered within the queue time specified for Group 2, the teams in Group 2 become available to handle the call, and the system will try the four teams based on their team priorities across the two groups.

If a team is assigned to groups in the routing strategies for more than one queue, the system routes a call to that team based on whichever queue (1) has that team earliest in its priority-based routing strategy and (2) has had a call waiting in queue the longest..

If your enterprise uses the optional Skills-Based Routing feature, you can use settings in the Call Distribution section to relax or remove skill requirements after specified time intervals.

Note	In a routing strategy for an outdial queue, you must specify a team in the Call Distribution section; this is only a placeholder and will not be used. In addition, you should specify only one group for an outdial queue routing strategy.