Agreement based routing

What is agreement based routing?

Traditionally interactions are routed to the longest waiting agent. With skills based routing, NewVoiceMedia routes all types of interactions, including calls, to the agents who are best equipped to handle the interactions. Agreement based routing enhances skills based routing. With agreement based routing, NewVoiceMedia prioritizes interactions, according to the service level agreement (SLA) configured for a group of interactions. NewVoiceMedia aims to route all interactions to keep in line with agreements.

You must have agreement based routing enabled for your account to use this feature.

SLAs include a target answer time, a target percentage and required skills. For example, with the following settings the resulting agreement means that NewVoiceMedia must route the 80% of interactions to an agent within 60 seconds. This agreement applies to interactions that require French and Service skills.

Target answer time: 60 seconds.
Target percentage: 80%.
Required skills: French and Service.

When an interaction arrives in the NewVoiceMedia platform, NewVoiceMedia looks for an agreement that corresponds to the skill or skills that the interaction requires. NewVoiceMedia then compares that agreement to the current service level. NewVoiceMedia makes a routing decision for this interaction depending on whether the current service level meets or misses the target service level.

Other factors influence the routing of an interaction, such as whether the interaction is in an agent's personal queue and whether the required skills are mandatory or expiring. Agreements contribute to the score that NewVoiceMedia assigns to an interaction. The resulting score ulimately determines when and where NewVoiceMedia routes the interaction.

If you want to route interactions in line with target 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 area to create and edit agreements. For information about creating and editing agreements, see Configuring virtual queues.

For information about how you can view and monitor the agreements, see Monitoring agreements.

To use agreement based routing, you should not need to change your interaction plan. When you start using agreement based routing, if you have any Set SLA applets in your call plan, these applets no longer have any effect on routing interactions.