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Setting priority routing rules for your IVR

  • Updated

Precedence routing, also known as Machine Learning (AI), uses call history to determine the order in which calls should be distributed to your agents. đź‘Ś

 

This type of routing can be used to prioritize call forwarding to an agent who has already interacted with the caller, or to balance call distribution within your team by prioritizing calls to the agent who has received the fewest calls.

 

Step 1: Access priority routing

 

 

 

  • Click on the IVR for which you wish to set priority routing and select the scenario to be modified:

 

 

  • Select the "Cascade" or "At regular intervals" mode, then check "Machine Learning (AI)":

 

 

⚠️ Prioritization only works for distribution in cascade or “at regular intervals” - you cannot apply these rules to “simultaneous” distribution. Prioritization precisely determines the order in which calls will be routed to your agents based on call history.

 

Step 2: Set routing rules

 

Click on the gear ⚙️ to access priority routing rules. Choose one of the routing rules:

 

  • The most called: will route the call first to the agent having had the most frequent contact with the caller.
  • The last called: will route the call first to the agent who took the caller’s last call.
  • The longest called: will route the call first to the agent having spent the most time on the phone with the caller.
  • The owner of the contact in the CRM: Depending on your CRM, you can transfer the call directly to the synchronized contact owner in your CRM.
  • The one who received the fewest calls: will route the call first to the agent having received the fewest calls.
  • The one who spent the least time in communication: will route the call first to the agent who has spent the least time on the phone.
  • The one who has the greatest availability.

 

⚠️ Rules 1, 2 and 3 can be used to prioritize call routing to agents who have already been in contact with given callers, allowing you to provide more tailored customer support, while rules 4 and 5 allow you to balance call distribution among your agents.

 

Step 3: Define a time period for analysis

 

Define the period of time to which your priority routing will apply - that is to say, the period đź“… for which call data will be analyzed.

 

If you select, for example, “one week,” the “most called” rule will route calls to the agent having taken the most calls from the client in the past week.

 

✌ You can also decide if priority routing will apply to only one agent 👨‍💼 or to all agents in your routing configuration:

 

Only one agent

 

The call is routed only to the agent corresponding to the routing rule.

 

For example, if you choose the “longest called” rule, the incoming call will be routed only to the agent having been in communication with the caller the most.

 

All agents in order of antecedence

 

Determines the order in which the call will be routed, each time prioritizing the agent most closely corresponding to the defined rule.

 

For example, if you choose the “longest called” rule, the incoming call will be routed first to the agent having spent the most time on the phone with the caller; then, if they do not answer, to the agent having spent the second most time with the caller, and so on.

 

Now you know how to distribute your calls according to their history! 🎉

 

đź“° See our article: