Ranked Routing allows you to prioritize agents in a Voice queue based on their skills, expertise, or performance. This feature ensures that incoming calls are routed to the most suitable agent first, improving the overall customer experience.

Configuring Ranked Routing

To employ a Ranked Routing model for a Voice queue, follow these steps:

1. Navigate to Channels > Voice > Queues.

2. Create a new queue or edit an existing queue.

3. In the Routing Model drop-down menu, select Ranked.

Adding and Ranking Agents

1. Add agents to the queue by clicking the Add Agent button.

2. Rank agents by dragging and dropping them in the desired order.

3. The highest-ranked agent will receive incoming calls first.

How Ranked Routing Works

• Incoming calls will be routed to the highest-ranked agent in the queue.

• If the highest-ranked agent is busy, offline, or declines the incoming call, the call will be routed to the next highest-ranked available agent in the queue.