How Interactions Are Routed

When an agent has completed an interaction, the system will look for interactions with matching skill requirements that the agent has the capacity to handle. The interactions will be considered in the order of precedence (i.e., importance) first. If multiple interactions within the same precedence are found, the system can select an interaction with the highest value of priority.

Your Call Is Important to Us

All calls are important, but for contact centers, some are more so than others. You can indicate a contact’s importance by setting a priority value (e.g., 0.5, 1, 2, etc.) for each contact. The default priority value is typically 1. Priority is configured in our innovative Scenario Builder application, and priority values are set by agents in the Agent Desktop application.

Wait Less, Talk Sooner

If an agent sets a customer’s priority value to 0.5 (i.e., a lower priority than 1), for example, the interaction will move through the queue at half the speed of interactions with priority 1. However, if an agent sets a customer’s priority value to 2, the interaction is considered more important and moves twice as fast as a priority 1 through the queue.


  • Allow high-priority contacts to move faster through the queue
  • Customers spend less time waiting on hold
  • Agents can indicate the priority of a customer contact
  • High-priority customers are routed automatically to agents via our scenario engine
  • Priority values determine the speed with which customers move through the queue
  • As always, interactions are distributed to agents with matching skill requirements first

Learn More About Routing

Why Wait?

We are happy to answer questions and discuss specific workflows and requirements on a live presentation online or set up a pilot project to trial the solution without paying any license fees