Queue Routing Strategies

A Queue Routing strategy is a configuration that controls the routing behavior of a contact when the contact reaches a queue. When a contact arrives at a queue, the routing engine checks to see which Queue Routing Strategy is active at the given time and follows that configuration.

Note

Customers who have Queue Routing Strategies in Webex Contact Center can access them, but they cannot create new strategies. We recommend that all customers transition their configurations to Queues.