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The content in this article is appropriate for: Administrators and Supervisors

All campaigns have one of two available Call Distribution Types: Rank Based Routing and Skills Based Routing.* Below are the step-by-step instructions for configuring RBR on an existing campaign.
*For information on Skills Based Routing, click here.

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  • All agents that have been added to the campaign will appear on the Ranks tab:

    • On this tab, you can assign an agent's rank. Agents with a higher ranking will be prioritized.
      💡 0 is the default, and the minimum. There is no maximum value but it is suggested that you create a universal ranking system, either 0-9, 0-99, etc., to promote consistency amongst campaigns.

      • Click Update to save the assigned ranks

    • You can also Delete the agent here. This removes them from the campaign and adds them to the Trained Agents tab.

      • To add the agent back to the campaign and back to the Ranks tab, click the Activate button

        • Agents can also be added back by going to Agent Management > Agent Details > Teams tab and reassigning them there.

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  • Ranked: a list of agents that are currently assigned to the campaign and have been activated from either the campaign settings or the untrained list.

  • UntrainedTrained: agents that were once Ranked but have been deleted from the campaign.

    • UntrainedTrained/Deleted agents can not be “untrained” or removed from the untrained trained tab.