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How do Calls Get Routed in Virtual Contact Center
8x8 Support

How do Calls Get Routed in Virtual Contact Center

Applies To

  • Virtual Contact Center (VCC)
  • Transaction Assignment

Answer

When a transaction is ready to be assigned to an agent, VCC routes the next call to the longest offered time based on the last transaction. For the purpose of this assignment, all transactions are considered equivalent—phone, voicemail, email, and chat are the same.

Examples

Example A

Two agents are logged in. John has a High skill level, and Fred has a Low skill level. A call is ready to be assigned. If John is not on a call, he will be assigned the new call, because his skill level is higher. If John is on a call, then Fred will be assigned the new call.

Example B

Two agents are logged in. John and Fred both have a High skill level. John logged in at 8:00 a.m. and Fred logged in at 9:00 a.m. John's last call ended yesterday at 4:30 p.m. and Fred's last call ended yesterday at 3:30 p.m. A call is ready to be assigned. If both John and Fred are available, the call will be assigned to Fred, because he has been waiting for the longest since his last call ended.