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Agent Weighted Routing

Agent Weighted Routing

Weighted-based routing allows you to set a tiered order in which the agents will be dialed.  Agents with higher weights will be rung first when multiple agents are available.  This is commonly used to prioritize agents based on their tenure or experience level.

Weight-Based Routing

Weight-based routing routes activities to available agents with the highest weight first, and cascades to lower-weighted agents only after higher-weighted agents don’t answer (or are busy). 

In this example, the call would ring to agent B & C for 18 seconds before ringing to Agent A.

You can customize the weights ring time under the routing settings in the queue.