Precedence routing uses call history and AI to determine the best order for distributing calls. It can prioritize routing callers to agents they've previously interacted with or balance workloads by directing calls to the agents who have handled the fewest calls.

Configure your Machine Learning (AI)

1. Access your IVR scenario settings

Open your interactive voice response builder to adjust call routing for your team members.

1. Go to your IVR's page.
2. Click on 'Edit' for the IVR you want to configure.
3. Click "Configure" to modify the corresponding scenario.
4. Add a step and click on the gear icon to access advanced settings.

2. Intelligent distribution with Machine Learning

Use advanced AI patterns and contact details to connect callers to the most relevant agent.

• What it is: Let the AI decide who should take the call based on user history, call patterns, and real-time availability.
• When to use it: Enable this to automatically improve operational efficiency and reduce customer wait times.

Go to the Call forwarding section and select "Cascade" or "At regular intervals" mode. (🔗How to set up cascading call forwarding in your IVR).

Select which specific agent should receive the call based on : 

• One user

• Users based on call history 

Select which specific agent should receive the call depending on their history with the caller:

• Has taken the most calls from the caller: Routes the call to the agent who has handled the largest number of calls from this caller.
• Last spoke to the caller: Routes the call to the agent who had the most recent interaction with the caller.
• Spoke with the caller the longest: Routes the call to the agent who has spent the most cumulative time on the phone with the caller.
• Contact owner in CRM: Automatically routes the call directly to the owner of the contact synchronized in your CRM (supports Salesforce, HubSpot, Odoo, Zendesk, Vincere, and Bullhorn).
• Has taken the least amount of calls: Routes the call to the agent who has answered the fewest calls, helping balance daily workloads.
• Has spent the least amount of time on the phone: Routes the call to the agent with the lowest cumulative talk time, ensuring fair distribution of phone duties.
• Has the most availability: Routes the call to the agent who has been waiting in an active, available state the longest.

Select which specific agent should receive the call based on data from

• One day
• One week
• One month.

🎉 You now know how to configure your priority routing rules!