This topic provides a general overview of call routing and eServices routing.
Refer to the CX Builder Help for detailed information on how to configure routing with CX Builder.
You can control call routing by using IVR call control variables and skill proficiencies.
Before the ACD routing logic can be defined, the IVR routing logic must be completed so queues can be identified and provisioned in the ACD. The provisioning of the ACD queues is done on the IVR using the ACD Page in CX Builder, which automatically generates an associated queue (Routing Point) on the ACD queue.
The ACD routing logic consists of two main categories:
- Queue logic — ACD call flows for each queue are defined in the IVR. There is a one-to-one association of the IVR ACD Page to the ACD queues.
- Transfer logic — Routing points are established to allow agents to transfer calls according to skills.
As part of the contact center creation, a Main Queue is created on the ACD. This queue allows all calls and associated data for the customer to be passed between the IVR to the ACD queue. Calls arriving on this queue are routed to a customer-specific queue.
In addition to the Main Queue, additional customer–specific queues are required to route calls to desired agents. These customer-specific queues are associated to the individual ACD Pages created for the user’s voice site(s). These queues are automatically created when an ACD Page is created and are named the same as the ACD Page. The image below depicts the design and shows the associated routing points and strategy.
There are two routing strategies provided for the assisted service routing logic:
- The Main Queue uses a strategy that simply redirects the calls from this main queue to the appropriate user queue. This strategy is loaded when a new user is created.
- The user-specific queues employ the advanced skills routing strategy. This strategy is driven by the variables defined on the IVR. This strategy is loaded when the ACD Page and the associated ACD queue is created.
Refer to the following topics for more information on routing logic:
This section provides details about how chats and emails are routed from the queue to an agent.
Chat requests are sent to the skill defined in the chat client. If the chat request is not answered in 90 seconds, the chat is routed to any agent in the Ready status for the Chat channel. If the chat request is still not answered after 180 seconds, the chat interaction is returned to the original skill for routing and is repeated until answered.
Email is sent to the skill defined in the email configuration for the inbound email address (see the How do I use the Email Accounts view? topic for more information). Email routing uses the following process:
- For the first 72 hours, email requests are routed only to agents who have the defined skill and a skill proficiency of 5.
- After 72 hours, the email request is routed to any agent in the Ready state for the Email channel.
If an additional 72 hours passes after Step 2 and the email request is still not answered, the request returns to the original skill for routing and the above process repeats until the email request is answered.