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.
Browse to Programs/Clients > Program Name > Campaigns, and click on the Campaign Name that will be configured
For instructions on creating a new campaign, click here
On the Details tab of the campaign:
Call Distribution should be set to Rank Based Routing [this is the default option]
This article assumes that agents have already been assigned to the campaign. For more details on how that is done during the end-to-end setup process, click here.
With RBR enabled, the Ranks and Trained Agents tabs will appear in the campaign:
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.
Agents in the campaign can have one of two statuses within a Rank Based Routing campaign:
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.
Trained: agents that were once Ranked but have been deleted from the campaign.
Trained/Deleted agents can not be “untrained” or removed from the trained tab.