Edesy Cloud Contact Center has four routing strategies, set per queue: round robin, longest idle, least occupied and skill based. Each strategy only considers members of the queue whose status is Available. The chosen agent's browser rings, and if they do not answer the call goes back to the queue for the next pick.
The four strategies#
| Strategy | API value | Who gets the next call |
|---|---|---|
| Round robin | round_robin |
The next available member in turn, so calls spread evenly |
| Longest idle | longest_idle |
The available member whose last call ended longest ago; members who have not taken a call yet come first |
| Least occupied | least_occupied |
Meant for the least busy agent. Today it ranks available members by idle time, the same as longest idle |
| Skill based | skill_based |
Available members with the queue's required skill at its minimum level, longest idle first; falls back to any available member |
The default is round_robin. An unknown value also falls back to round robin.
How routing runs#
- Callers wait in arrival order. The oldest waiting caller is served first.
- The dispatcher runs every 2 seconds. For each waiting caller it asks the queue's strategy for an agent.
- The agent is marked busy (reason "ringing") so no other call is offered to them.
- Their browser rings for up to 20 seconds.
- If they answer, they go On call. If not, they go back to Available, the miss is counted against them in reports, and the call waits for the next pick.
Which one to choose#
| You want | Use |
|---|---|
| Fair share of calls across a team | Round robin |
| Give rested agents the next call | Longest idle |
| Language or product routing | Skill based |
FAQ#
Does routing look at agents outside the queue?#
No. Only members of the queue are considered.
Can a caller jump the line?#
No. Callers are served in the order they entered the queue.
Do agents on break get calls?#
No. Only Available agents get calls. Agents on Break, Busy, Wrap-up or Offline are skipped.
Can I change the strategy while calls are waiting?#
Yes. The next dispatch uses the new strategy.
Can I put an IVR menu before the queue?#
Build menus in IVR Studio and transfer to the queue's number. IVR builder access is part of the Professional and Enterprise plans.
Is there predictive or overflow routing?#
No. There is no predictive routing and no automatic overflow to another queue.