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.
Related Videos
In Webex Contact Center - Routing Strategies
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Play video Webex Contact Center About Team Types
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.
2:30
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Play video Webex Contact Center Default and non-default Routing Strategies
Webex Contact Center Default and non-default Routing Strategies
All Routing Strategy types fall under two categories, default and non-default.
1:44
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Play video Webex Contact Center Understanding Time Value in Routing Strategies
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
1:46
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Play video Webex Contact Center Skills Based Routing Strategy Example
Webex Contact Center Skills Based Routing Strategy Example
Example of a skills based routing type.
1:31
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Play video Webex Contact Center About Contact Routing
Webex Contact Center About Contact Routing
The Routing Strategy Module provides a flexible environment for routing contacts to the best resource, regardless of location.
2:10
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Play video Webex Contact Center Understanding Routing Strategies
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.
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