Routing criteria, expiry, and a preferred agent — Learn it in 5 minutes

About five minutes of reading

Set routing criteria does nothing until Transfer to queue, and it does nothing inside an agent queue.

The block puts an ordered list of steps on a contact of any channel. Each step is one or more requirements. You can use the block in an inbound flow, a customer queue flow, a transfer-to-agent flow, or a transfer-to-queue flow. After every timed step expires, Connect offers the contact to the longest available agent who has that queue on a routing profile.

A step can name preferred agents by user ID, up to 10. The contact stays limited to those agents until the timer ends, even if an agent is offline, busy, in a custom status, or deleted. After a Customer Profiles lookup you can point a step at $.Customer.CalculatedAttributes._last_agent_id.

• An AND step can use up to eight attributes. An OR step can use up to three conditions, and only when you set the criteria dynamically.
• NOT is also dynamic only. OR sits at the top. AND can sit inside OR.
• Each step needs a timer. The last step may be set never to expire.
• A very short DurationInSeconds can let ordinary queue routing compete with the proficiency step.

Number on this page: Preferred 10. Maximum agents in one preferred-agent step