Automatic Call Routing in Your Call Center

Call tickets (calls in your call center) automatically route to agents that qualify to receive them. Several factors determine the order in which calls route to agents and which agents receive them. Calls wait in queues until team members become eligible to receive them. Then they're pushed to agents who can answer or decline the call. 

Calls route to agents in the following order:

  1. Routing to queue: A call enters a queue from your line's IVR flow (inbound calls), a customer's callback request, or a team member's transfer. 
  2. Waiting in queue: The call waits in the queue until a team member meets all the following qualifications: 
    • Status: They must be in the Available or Active status and not in an active call status (Assigned, On a Call, Wrapping-up, or Listening). Learn more
    • Channel assigned: They must be assigned to the Call Center channel. Learn more
    • Queue assigned: They must be assigned to the queue the call is waiting in. Learn more
Variables:
  • Priority score: If an agent qualifies for multiple calls, the call with the highest priority score is routed to them. The highest call priority score is 100 and the lowest is 0.
  • Agent queue priority: If multiple agents qualify, the call routes to the member with the higher agent queue priority (10 is the highest and 1 is the lowest).
  • Status duration: If multiple agents qualify and have the same queue priority level, the call routes to the agent that has been in the Available/Active status the longest.
  1. Pushing to agents: The call routes to the relevant agent who receives a push notification to answer or decline it. If they decline or miss the call, it's pushed to the next qualifying agent, or continues to wait in the queue until another agent qualifies. 
Custom routing options:
In each of your queues, you can set additional routing rules for:
  • When the queue is closed (if you've set custom business hours). Learn more
  • When all agents are offline during business hours. Learn more
  • When the waiting queue message has played a set number of times or a set number of calls are in the queue before the caller. Learn more

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