In the Dashboard. Go to Call Center and select Campaigns
Under Show Campaigns, Click on the Action Button and select Settings
Click Call Routing Settings Tab.
Select the Call Routing Method
- Random – the system will distribute leads to agents in no particular order
- Evenly Distribute - the system will try to distribute calls evenly to all agents logged in.
- Agent Waiting Longest – the system will route the next leads to the agents who are waiting the longest
- Agent User Level– agents with higher User Level will be the priority to receive call over agents with lower User Level
- Agent Campaign Skills – calls will be distributed based on the assigned Campaign skills of agents
- Fewest Campaign Calls – the system will route the next leads to the agents who have less calls compared to others.
Scroll down to the bottom right and click on Apply Changes.