ContactCenterWorld - Definition
Phrase: Conditional Routing
The capability of the ACD to route calls based on current conditions. It is based on "if-then" programming statements. For example, "if the number of calls in agent group 1 exceeds 10 and there are at least 2 available agents in group two, then route the calls to group two."
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the capability of the acd to route calls based on current conditions it is based on if then programming statements for example if the number of calls in agent group 1 exceeds 10 and there are at least