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How is routing determined in Max agent?

Tags: call routing

Mar 17, 2022 at 2:01pm • 1 replies • 0 likes

paige-heller

How is routing determined in Max agent? We have proficiencies set for each skill and agent. However, will calls always route by proficiency level? Calls also route based on who has been in an available state longer, so which overrides the other, proficiency or availability?

1 Answer

john-oliphant answered on Apr 7, 2022 at 12:13pm

As I understand it, proficiency is a higher routing decision than availability. Availability is the tie-breaker for equivalent proficiency.

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