Overview
When setting up your queues in Contact Center Pro, select the routing strategy that best fits your team's needs. The routing strategy controls how incoming calls are assigned to available agents. Choosing the right one helps balance workloads, reduce wait times, and improve the customer experience.
Who uses this feature
Administrators and managers
Applies to all business types
Applies to all trades
Feature configuration
Contact Center Pro is currently in Early Access and available for specific accounts. It is subject to change. If you want to enable this feature for your account, book a demo here.
Contact Center Pro requires an Enterprise Hub network. Contact your Customer Success Manager or Pro Account Manager to request a network.
The Edit Routing Workflows permission is required to use this feature. Please contact the account administrator on your team. For more, see Manage Contact Center Pro permissions.
Things to know
Simultaneous Ring routing option rings all available agents at once, which can block other incoming calls until one is answered. It can cause inaccurate reporting, inflated missed calls, and uneven call distribution. For more, see Routing strategies: Why Simultaneous Ring is not recommended.
Best practices
Use Longest Idle routing to distribute calls evenly and avoid blocked calls.
Ensure proper staffing during peak hours instead of relying on Simultaneous Ring to improve speed to answer.
Regularly review reporting to confirm accurate call distribution and performance metrics.
Set your routing strategy
You can select a routing strategy while configuring queues for your contact center. To set a routing strategy for a new queue:
Configure your routing workflow and select Queue as your routing module.
In the Queue flyout that opens, select Create new queue.
In the Assignment Rules section, use the Routing Strategy dropdown to select your preferred routing.
Understand your routing options
Least Calls: Calls are routed to the agent who has handled the fewest answered calls within a defined time frame.
Least Offers: Calls are routed to the agent with the fewest offered calls, which includes answered and missed calls within a defined time frame.
Longest idle (Recommended): Calls are routed to the agent who has been idle for the longest time. If the agent rejects the task, it goes to the next longest idle agent. Best for even workload distribution, fast answer times, and accurate reporting.
Simultaneous ring: Routes calls to all available agents at the same time. The first agent to answer gets the call.
Caution: This method is not recommended as it can block additional incoming calls, impact reporting accuracy, and disable certain features. For more, see Routing strategies: Why Simultaneous Ring is not recommended.
Round robin: Agents are placed in a rotating order. After receiving a call (accepted, rejected, or missed), the agent moves to the bottom of the list.