Webex Contact Center About Contact Routing
2:10
The Routing Strategy Module provides a flexible environment for routing contacts to the best resource, regardless of location.
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In Webex Contact Center - Routing Strategies
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Play video Webex Contact Center Skills Based Routing Strategy Example
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Example of a skills based routing type.
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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.
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Play video Webex Contact Center Longest Available Agent Strategy Example
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Examples of this Routing Strategy.
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Play video Webex Contact Center Priority Based Routing Strategy Example
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As a Contact Center Administrator you have assigned teams a priority representing the level of customer case they are able to handle.
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Play video Webex Contact Center Understanding Team Capacity vs Queue Precedence
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The Agent to customer interaction of inbound calls can be arranged in multiple ways, one of these is by a capacity based team.
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Play video Webex Contact Center About Team Types
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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.
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