Webex Contact Center - Routing Strategies10 videos
Webex Contact Center Default and non-default Routing Strategies
All Routing Strategy types fall under two categories, default and non-default.
Webex Contact Center Understanding Team Capacity vs Queue Precedence
The Agent to customer interaction of inbound calls can be arranged in multiple ways, one of these is by a capacity based team.
Webex Contact Center Skills Based Routing Strategy Example
Example of a skills based routing type.
Webex Contact Center Priority Based Routing Strategy Example
As a Contact Center Administrator you have assigned teams a priority representing the level of customer case they are able to handle.
Webex Contact Center Load Based Routing Strategy Examples
There are two types of Load Based routing strategy algorithms: Static and Dynamic.
Webex Contact Center Longest Available Agent Strategy Example
Examples of this Routing Strategy.
Webex Contact Center About Team Types
Creating Teams in the Contact Center platform helps route customer interactions to the agents. Teams can be used to categorize customers in a group of Agents with a certain type of skill.
Webex Contact Center Understanding Time Value in Routing Strategies
If the multiple Time Zone feature is enabled for your enterprise, entry points and queues can be provisioned with time zones. In this case, time values in routing strategies are based on the time zone provisioned for the entry point or queue or, if n
Webex Contact Center About Contact Routing
The Routing Strategy Module provides a flexible environment for routing contacts to the best resource, regardless of location.
Webex Contact Center Understanding Routing Strategies
Routing Strategies are a crucial part to setting up Contact Center call flows. Routing Strategies are settings provisioned in the Tenant portal to control aspects of a call such as music on hold, time settings, and assigning a call control script.