Routing

Smart routing rules, state and category routing, queues, and failover.

An overview of how SureConnect matches inbound calls to the best available agent.

Create and configure routing rules that determine which agents receive calls.

Route calls to agents based on the caller's geographic state.

Route calls to agents based on the product category selected during qualification.

Compare the two distribution modes and choose the right one for your team.

What happens when no routing rules match an inbound call.

Automatic re-routing when an agent does not answer within the timeout.

Enable call queuing so callers wait on hold instead of dropping when agents are busy.