What is agreement based routing?
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When an interaction arrives, NewVoiceMedia looks for an SLA that corresponds to the required skills. NewVoiceMedia then compares that SLA to the current service level. NewVoiceMedia makes a routing decision for this interaction. The routing decision depends on whether the current service level meets or misses the service level agreement.
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If you want to route interactions in line with SLAs, you must have already configured skill based routing. For information about configuring skills based routing, see Setting up skills based routing. You must then use the Agreement Management Virtual Queues area to create and edit virtual queues and set SLAs for these virtual queues. For information about creating and editing virtual queues and their SLAs, see Configuring virtual queues.
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