Chained Routing

Chained routing is a strategy to organize and manage incoming interactions logically and sequentially.
In this process, calls or other customer inquiries are first directed to a primary queue or group of agents. If the initial queue is unable to address the inquiry, the system then "chains" the interaction to a secondary queue or group of agents with different skills or expertise.

With Studio, the implementation of chained routing and overflow strategies is easy: simply add and configure the Assignment and dial (A&D) node as needed. If a call isn’t answered, you can direct it to different agents or queues by adding another A&D node. For example, if your tier-1 support team is unable to answer a call, you can direct it to your tier-2 support team.

Please follow these instructions to create two or more layers of call assignment:

1. Add the Assignment and dial (A&D) node to your flow and name it “Support Queue 1”.
2. Open the A&D node and select the Preferences tab.
3. Choose Queues as the assignment type and select the appropriate queue from the drop-down. In our example, we’ve chosen our “Support” queue.

4. Fill out the remaining fields of the Preferences tab.
5. Select the Exits tab.
6. Add a new A&D node under the “No answer”, “Maximum waiting time reached”, and “No match found” sections. Every time the “Support” queue is unable to answer a call, it will be directed to this new component.
7. Name the node “Support Queue 2”.
8. Open “Support Queue 2”, and select the Preferences tab.
9. Choose Queues as the assignment type and select your corresponding “Support 2” queue.

10. Fill out the remaining fields of the Preferences tab.
11. Select the Exits tab.
12. Add the appropriate nodes in case your “Support 2” is unable to answer the call. In our example, we will route the call to the Play Audio node in all three sections.

13. Open the Play audio node and type or paste your message. Example: “All of our agents are currently assisting other callers. Please call again later or leave a message after the beep.”

14. Select the Exits tab and add the Voicemail node.

14. Complete the configuration of the Voicemail node and any other incomplete node you may have.
15. Save your flow.

From now on, if your “Support” queue does not answer a call, it will be routed to the “Support 2” queue. And if they are unable to answer the call as well, it will be directed to Voicemail.