How Smart Routing Works

Smart routing is the engine that matches every inbound call to the best available agent. It evaluates the caller's geographic state, product category, and agent availability to determine who should receive each call.

How it works

1. Call arrives. SureConnect identifies the campaign from the tracking number and determines the caller's state from their area code.
2. Routing rules are evaluated. SureConnect checks the campaign's routing rules to find rules that match the caller's state and category.
3. Available agents are filtered. Within matching rules, only agents who are online, have capacity, and match the caller's state and category restrictions are considered.
4. Distribution mode selects the agent. Depending on the rule's distribution mode (Priority, Round-Robin, or Weighted), one agent is selected.
5. Agent is claimed atomically. SureConnect increments the agent's active call count in a single database operation to prevent two simultaneous calls from claiming the same agent.
6. Call connects. The caller is bridged to the agent's browser softphone.

Agent availability criteria

An agent is considered "available" for routing when all of the following are true:

• Active — The agent is not manually paused or deactivated.
• Connected — The agent has the browser softphone open and registered.
• Has capacity — The agent's current call count is below their max concurrent calls limit.
• Matches restrictions — If the agent has state or category restrictions, they match the caller's state and/or category.

What happens when no agents are available

• Queue enabled: The caller is placed on hold in the call queue until an agent becomes free. See Set Up Call Queues.
• Queue disabled: A callback is created with the caller's information and the call ends with a friendly message.