[ACD] Rank Based Routing

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.

• Verify Call Distribution Type

• Rank Agents

Verify Call Distribution Type

• 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:

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• Call Distribution should be set to Rank Based Routing [this is the default option]

Rank Agents

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:

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

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  • 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.

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    • 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.