Content:
- Description
- Enable and define time period
- Historical routing overrides latency and queue weight
Description
With historical routing, you can prioritize that if a person calls back, Zylinc will attempt to route the call to the agent the caller last spoke to. This way, the caller avoids starting over with the current conversation.
You need to enable historical routing and define the period of time that the call will be prioritized to be routed to the same agent. If you do not enable historical routing, all calls will be treated as new calls in terms of waiting time and queue weight.
Enable and define time/grace period
Go to Configuration Manager and find 'Routing rules' in the section under 'Contact center and PBX configuration' to enable this service.
Check 'Enabled' to enable historical routing.
In hours, minutes and seconds, define in the timer for how long a call should be treated as a redial call and routed to the same agent as last call.
Historical routing overrides waiting time and queue weight
If the redial falls within the defined period of time/grace period, it will override waiting time and queuing and go directly to the agent who last spoke to the caller, provided this agent is online and active.
If the call falls outside the time limit/grace period, it will be treated as any new call.