When building a Skill Group there are 4 different Routing Algorithms to choose from. Each of them is explained below.
Calls are presented to the Agent who has been Idle the longest. An Agent is considered to be Idle when they are logged into their extension and not currently involved in ay phone activity. Not Ready (NR), DND, and Skill Group Login are not factored into Idle duration.
Calls are presented to Agents in a Circular manner. The Skillset can be used as a starting point as shown on the left. The Agent with the highest Skill would receive the first call and from there it would rotate Circular between the Agents. If Agents have the same Skillset as shown on the right, calls will rotate Circular between the Agents alphabetically. Each new call will be offered to the next agent in the Circular order based on who was presented the last call.
Calls are presented to a list of Agents from top to bottom, depending on the Skillset. Agents with the highest Skillset will always be presented with new calls first. If Agents have the same Skillset, the routing algorithm uses most idle among the similarly skilled agents and the call is presented to the agent with the longest idle time first.
Intelligent Highest Skill First
This is a very intelligent routing option that considers the agent's skill level across multiple skills for call routing. For the best information on this routing algorithm click here.
For additional information on Multimedia Skills click here.