Vonage Contact Center can route interactions using three main methods:
Traditionally calls are routed to the longest waiting agent.
Skills based routing With skills based routing, the call center routes all types of interactions, including calls, to the agents who are best equipped to handle the interactions. For information about skills based routing, see Skills based routing.
Agreement based routing With agreement based routing, the call center routes all types of interactions, including calls, according to the service level agreement configured for the type of call. For information about agreement based routing, see Agreement based routing.