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How are calls routed to an Agent between queues?
8x8 Support

How are calls routed to an Agent between queues?

On all queue priority level except 8, transactions in queues with higher priorities will always be offered before those with lower priorities. If they are the same priority, Contactual will round robin between the queues to ensure no transaction at that level will be starved.

On queue priority level 8+ and only with other queues set at priority 8 is the routing algorithm different. All queues set to priority level 8 will have ageing priority. What this means is that the oldest transaction in all priority 8 queues will be offered before the newer ones. If there are transactions in a queue of priority 9 or 10, those will always be routed before any transaction in a priority 8 queue.