Set up routing in Connect Customer
In Connect Customer, routing consists of three parts: queues, routing profiles, and flows. This topic discusses queues and routing profiles. For information about flows, see Flows in Connect Customer.
A queue holds contacts waiting to be answered by agents. You can use a single queue to handle all incoming contacts, or you can set up multiple queues.
Queues are linked to agents through a routing profile. When you create a routing profile, you specify:
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Which queues will be in it.
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Whether one queue should be prioritized over another.
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What channels agents will handle in the Contact Control Panel (CCP).
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How many contacts agents can handle simultaneously for each channel.
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Whether individual queues are for all channels or specific ones.
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What channel and queue combinations will an agent be able to manually prioritize work from.
Each agent is assigned to one routing profile.
Topics
Standard queues and agent queues in your Connect Customer contact center
Queue priority and delay examples to help you load balance Connect Customer contacts
Queue-based routing to route customers to a specific contact center agent
Channels and concurrency for routing contacts in Connect Customer
Set the limit of maximum contacts in a queue using Connect Customer
Route contacts based on queue capacity using Connect Customer
Set the hours of operation and time zone for a queue using Connect Customer
Create a routing profile in Connect Customer to link queues to agents
Set up queue-based, or skills-based, routing in Connect Customer
Set up routing in Connect Customer based on agent proficiencies
