Routing in fallback scenarios
Sometimes, an interaction that arrives in a queue that has predictive routing enabled could be routed using a different routing method because of one of the following reasons: interaction timed out, predictive routing failed due to an error, or one of the test modes is enabled. For more information on how an agent is identified using predictive routing, see Agent identification.
The following matrix helps you understand the routing method when the specific scenario applies.
| Predictive routing mode | Scenario | Routing method used |
|---|---|---|
| Predictive routing activated, standard routing as fallback | success | predictive routing |
| fallback – timeout | standard | |
| failure – error | standard | |
| Comparison test mode, predictive routing vs standard routing | predictive routing on, success | predictive routing |
| predictive routing on, fallback – timeout | standard | |
| predictive routing on, failure – error | standard | |
| predictive routing off | standard | |
| Comparison test mode, predictive routing vs bullseye routing | predictive routing on, success | predictive routing |
| predictive routing on, fallback – timeout | standard | |
| predictive routing on, failure – error | bullseye | |
| predictive routing off | bullseye |
[NEXT] Was this article helpful?
Get user feedback about articles.