Routing models in Multimedia Contact Center

Push, Pick, and Mixed routing models determine how agents receive interactions in queue. Note that administrative configurations determine the routing models that your contact center uses and that the routing model can vary by queue. For more information, consult your supervisor or system administrator.

Push model

In Push model interactions in queue are sent to an available agent’s Inbox. The number of interactions that can be pushed to an agent’s Inbox at one time depends on the agent’s Workload, as configured in the system, and can vary by media type. For example, the system may be permitted to push five emails at a time to an agent’s Inbox but only two chats.

Interactions are also pushed to agents on the basis of Agent Skills (as configured in the system), Queue Priority, and Preferred Agent. A Preferred Agent is one who is engaging in an ongoing interaction with a customer.

With the exception of transferred interactions, agents do not receive items in their Inbox if the Inbox contains ringing interactions of the same media type.

Picking interactions out of queue is permitted in a Push model.

Pick model

In Pick model agents pick interactions out of queue exclusively. Agents in Do Not Disturb cannot pick interactions out of queue.

Mixed model

In Mixed model agents pick interactions out of queue, but items sitting in queue past a set time are pushed to agents’ Inboxes. Workload determines the number and type of media interactions that can be pushed to an agent at any one time. For more details, see ‘Push model’, above.

With the exception of transferred interactions, agents do not receive items in their Inbox if the Inbox contains ringing interactions of the same media type.