Contact center routing

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What does an entry point represent for a phone call?The number the call arrives on. The flow tied to that entry point through a routing strategy handles it. [cite:1]T3-R03-entry-points-queues-routing.html
What is a queue?Where the contact waits until an eligible agent is selected or picks it up. [cite:2]T3-R03-entry-points-queues-routing.html
Which patterns can a non-skill team queue use?The routing article lists Longest Available for that queue type. The queue article says Longest Available is the default. [cite:2] [cite:3]T3-R03-entry-points-queues-routing.html
Which patterns can a non-skill agent-assignment queue use?Longest Available, Circular, and Linear/Top-down. Circular is the default. There is no timed target expansion. [cite:2] [cite:3]T3-R03-entry-points-queues-routing.html
When is Best Available a choice?Skill-based queues. It ranks agents who fully meet the requirements by proficiency score. [cite:2] [cite:3]T3-R03-entry-points-queues-routing.html
How does a call distribution group expand?The contact searches the first group. If nobody matches, it parks for the configured duration, then the next group’s teams are added. A later free agent in an earlier group can still be chosen. [cite:2]T3-R03-entry-points-queues-routing.html
What does Check Agent Availability change?An empty current group is skipped immediately, from the Queue Contact activity. [cite:2]T3-R03-entry-points-queues-routing.html

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