Routing of Parked Contacts

SBR parks contacts in a queue until an agent connects with the contacts.

When agents become available, SBR routes contacts by using one of the following selection methods:

  • Skills-based Contact Selection

  • First In, First Out (FIFO) based Contact Selection

Note

By default, Skills-based contact selection is enabled for your organization.

Skills-based Contact Selection

In skills-based contact selection, contacts are selected based on the exact match between the skill requirements of the contact and the skills of the agent. Skills-based contact selection does not assign contacts to agents on FIFO basis. If the contact's skill requirements match exactly with the agent's skill, the contact connects to the agent irrespective of its position in the queue. If there are many such contacts with the same skill requirements, skills-based contact selection filters contacts in the queue and assigns them to the agent in the following order:

  1. Priority

  2. Timestamp (oldest to newest)

For example, consider that contact C1 which requires an agent with skill A and contact C2 which requires an agent with skill B are waiting in the queue to connect to an agent. Contact C3 which requires an agent with skill C also enters the queue. If an agent with skill C becomes available, C3 does not wait for C1 and C2 to connect to agents, as the skill requirements of C3 match exactly with the agent who has skill C.

First In, First Out (FIFO) based Contact Selection

The first contact that enters the queue has the highest priority to connect to an agent. The first contact connects to an agent when an agent with matching skills becomes available. If the agent’s skill does not match the skill requirement of the first contact that is parked in the queue, the agent does not connect to the first contact. Even though the agent’s skill matches the skill requirements of other contacts in the queue, the contacts remain parked until the first contact finds an agent.

For example, consider two contacts: C1 is the first contact to enter the queue which requires an agent with skill A and C2 is the second contact to enter the queue which requires an agent with skill B. When an agent with skill B becomes available, C2 does not connect to skill B. Since C1 is the first contact to enter the queue, SBR waits for an agent with skill A to be available to connect to C1 first. C2 connects to skill B only after C1 finds an agent.

Note

To enable FIFO-based contact selection for your organization, contact Cisco Support.