Intelligent Routing
Advanced routing strategies for optimal customer experience and agent utilization
Priority: 10
VIP Customer Priority
Route VIP customers to priority queue with max 1 minute wait
Routing Type
priority based
Conditions
{
"action": "priorityQueue",
"maxWaitTime": 60,
"customerSegment": "VIP"
}Priority: 8
After Hours Routing
Route after-hours calls to voicemail or emergency queue
Routing Type
time based
Conditions
{
"action": "voicemail",
"fallback": "emergency-queue",
"schedule": "after-hours"
}Priority: 5
Technical Skill-Based Routing
Route technical inquiries to agents with appropriate skill level
Routing Type
skill based
Conditions
{
"department": "technical",
"minSkillLevel": 3,
"requiredSkills": [
"troubleshooting",
"technical"
]
}Priority: 3
Load Balancing
Balance load across available agents based on idle time
Routing Type
load balancing
Conditions
{
"algorithm": "longest-idle",
"maxQueueSize": 20,
"considerUtilization": true
}Routing Simulation
Test how calls are routed using: VIP Customer Priority
Incoming Call
Routing Engine
Agent
Available Agents
Current agent availability and utilization
Sarah Johnson
Technical Support
Utilization75%
technicaltroubleshooting+1
Michael Chen
Billing
Utilization92%
billingpayments+1
Emily Rodriguez
Sales
Utilization68%
salesupselling+1
David Park
Technical Support
Utilization81%
technicaladvanced-troubleshooting+1
Jessica Martinez
Customer Service
Utilization0%
customer-servicebilling+1
Robert Taylor
Sales
Utilization88%
salesenterprise+1