Routing Profiles
Routing Profiles is an optional tool used to define and prioritize how incoming interactions are directed to agents. Routing profiles combine various criteria, such as agent skills, availability, and interaction type, to ensure that each consumer is matched with the most suitable agent. Zoom Contact Center supports two different types of routing profiles: Consumer Routing and Agent Routing, which can be used separately or in combination. Each of these are described below.
Consumer Routing
Zoom Contact Center’s Consumer Routing function determines the order in which consumers’ interactions are assigned to agents within a Queue.
By default, consumers are routed on a first-in, first-out (FIFO) basis, where interactions are handled in the order they arrive. The following image represents this logic, with consumers being assigned and maintaining Queue positions that align with their Queue entry time.
However, Consumer Routing can also be configured with more advanced options, allowing businesses to prioritize interactions based on specific business needs through Top Priority and/or Accumulated Priority Routing. These additional routing options—discussed in the following two sections—allow businesses to align their customer service strategy with specific goals, whether that’s helping ensure priority support for high-value customers or balancing service across all inquiries.
Although these features are described below, readers are encouraged to refer to Zoom’s support center for more information on managing consumer routing profiles.
Top Priority Routing: Specific consumers can skip to the front
Top Priority Routing assigns certain interactions the highest importance based on consumer-defined attributes, allowing critical or VIP consumers to be moved to the front of the Queue, bypassing others regardless of connection time.
For example, in the following image, a non-prioritized consumer enters the queue at 12:10 and is placed in the first position. At 12:20, a second non-prioritized consumer enters and takes the second position. At 12:25, another consumer joins the queue, designated with top priority due to a previous call, moving to the first position and pushing the earlier consumers down. At 12:30, a VIP customer enters, also given top priority, but is placed behind the previously prioritized consumer, pushing the first two consumers further back in the queue.
Accumulated Priority Routing: The longer consumers wait, the faster they get to the front
Accumulated Priority Routing addresses a common challenge in customer service queues: ensuring fairness while prioritizing high-value consumers. In cases where numerous customers qualify for Top Priority Routing, non-prioritized customers may face extended wait times or, in extreme cases, never receive assistance, leading to negative experiences. Accumulated Priority Routing resolves this issue by allowing all consumers to accumulate priority—also referred to as rating—over time based on how long they remain in the queue, while still enabling certain consumers—like VIPs or those meeting specific criteria—to gain priority faster.
This feature also allows businesses to configure consumer-specific attributes that influence priority levels. For example, priority can be adjusted for VIPs, customers with recent interactions, or those matching custom variables defined in the Flow process. By striking a balance between fairness and prioritization, Accumulated Priority Routing ensures that all customers are eventually served while providing faster assistance to those who need it most.
Example
Consider a tech support queue where customers are classified into three categories: Gold, Silver, and Bronze. Gold customers earn 6 priority points per minute, Silver customers earn 3, and Bronze customers earn 1. Although Gold customers accumulate points faster, Bronze customers will still gain enough priority over time to eventually be served, even if new Gold and Silver customers continue to join the queue.
The image below illustrates this concept: At 12:30 PM, Gold and Silver customers, having just entered the queue, occupy Positions 3 and 2 with zero accumulated priority, while the Bronze customer, having waited longer, has already accumulated a priority score of 2. However, since Gold and Silver customers are prioritized, they earn points more quickly based on their category. By 12:32 PM, the Gold and Silver customers have advanced to Positions 1 and 2 with priority scores of 12 and 6, respectively, due to their faster accumulation rates. Despite this temporary shift in queue position, the Bronze customer will continue to accumulate points steadily and, as calls are answered, will eventually reach the front of the queue, ensuring they are served even with higher-priority customers present.
Agent Routing
Zoom Contact Center’s Agent Routing function is designed to intelligently match consumer interactions with the most suitable agents based on specific criteria within a Queue related to agent Skills. For example, if a consumer speaks a foreign language, they will be best-served by speaking with an agent that speaks the same language.
Agent Routing can be applied through two methods: Proficiency-Based Routing and Text-Based Routing, described in the following two sections. Although these features are described below, readers are encouraged to refer to Zoom’s support center for more information on managing agent routing profiles.
Proficiency-Based Routing
Proficiency-Based Routing prioritizes agents based on their assigned skill levels (potentially ranging from 1 to 25), directing interactions to those with the highest expertise in a particular area. For example, if an agent with a skill level of 5 will be chosen before an agent with a skill level of 1.
Text-Based Routing
Text-Based Routing uses keyword analysis or language detection to match consumers with agents who have relevant knowledge or language capabilities. Unlike Proficiency-Based routing, Text-Based routing doesn't utilize a Skill-rating system but instead assigns interactions to agents based on their availability.
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