The Routing tab enables you to view and select the preferred routing method being Service, Service Group, or Agent Teams.  

The Routing tab is not displayed if the ACD mode option of No ACD is selected in the General Tab.

Preferred Routing

The available options are:

  • Service routing: Displays the agents associated with the service. These are the agents who can log into the service directly.  
  • Service group routing: Displays the service group to which the inbound or outbound service is associated, as well as the agents associated with these services. Additionally, displays the Service Group Routing Type for the target service group.  
  • Agent Teams routing: Displays the agent teams assigned to the service, as well as the agents belonging to the assigned agent teams. Additionally, displays the Agent Team Routing Type for the target agent team.  

    For Preview Services, the Preferred Routing option must always be Service.

Agent

Agent section allows you to view existing agents and their characteristics. Double-click the agent row to update their details.

The Filter/Search interface allows you to search for Agents using the magnifier icon. The cog icon in the upper right-hand corner allows you to customize agents panel columns.

For more information on agent characteristics and filter/search tools, please visit the Viewing Existing Agents and Creating Agent Profile sections

Demo

For more information, see the Services Editor Use Routing tab demo: