Ring Strategies

There are three options for the ring strategy:

ROUND ROBIN

This will ring available queue members one at a time based on the order they appear in the queue and go through that sequence until the call is answered. 

THE LEAST USED (RECENT) 

This will ring the available queue member who has been offered a call least recently until they answer that call. If another call comes in, it will go to the next available queue member who has been provided a call the least recently.

RING ALL

This will ring all available queue members simultaneously until the call is answered. 

SKILLS BASED (*ENTERPRISE ONLY)

Skills-Based Routing (SBR) is an Enterprise feature that matches calls to the best available agent in the shortest amount of time using tags that are assigned to calls and agents.

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Updated:

October 4th, 2023

Author:

Louise Ross

Updated By:

Kay Senior

KB ID:

394922

Page Views:

4300

Tags:

round robin, least used, recent, ring all

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