Call routing according to agent status allows you to route callers directly to the next step in your IVR based on availability, avoiding indefinite wait times. In this guide, you’ll learn how to set up these routing rules to lower queue times and improve your brand's image.

Configure Call Routing according to agent status

1. Access scenario modification

Go to your IVR settings to modify the call routing steps.

1. Go to your IVR's page.
2. Click on the "modify" button of the standard for which you want to make changes.
3. Click on "configure" for the scenario you want.
4. Select the step you want to modify by clicking on its gear icon (e.g., "Redirect to" > "Advanced or Smart users").

2. Set routing rules

Choose specific cases where callers will be redirected to the next step.

1. Click on the configuration option for the step.
2. Go to the advanced settings.
3. Find the option "Move to the next step if all agents are".
4. Select the relevant statuses for your team from the options below:

Status Options

• Offline: Sends the call to the next step if all agents are offline.
• On snooze: Sends the call to the next step if all agents are in snooze mode.
• Outside working hours: Sends the call to the next step if it's outside agent hours.
• On the phone: Sends the call to the next step if all agents are already on the phone.

3. Advanced settings and Expert mode

Optimize your scenarios to handle overflows with backup teams.

Expert mode allows you to repeat the loop as many times as you wish, which is ideal for configuring different scenarios to control when specific backup teams are active. Keep in mind that users can be part of multiple IVRs simultaneously; however, when a user is snoozed, it affects their availability across all IVRs.

Example: If you configure calls to be sent to the next step if agents are either offline or on pause, a call arriving outside agent hours or when all agents are on the phone will make the caller wait in the loop (e.g., for 2 minutes). Since the loop is configured to repeat once, callers will wait for a maximum of 4 minutes before moving to the next step.

🎉 You now know how to route calls according to agent status and can improve your brand's image with personalized call queues!