Customer context: A customer with multiple agents available to receive calls wants to set up specific routing options.
Customer: How can I set specific routing options for multiple agents available to receive calls?
Answer: To set up specific routing options, navigate to Configuration > Call > Settings in your LiveAgent account. You can choose from two routing options: Random Assignment and Priority Assignment. Random Assignment levels the overall number of calls by randomly choosing an available agent, while with Priority Assignment, you can define priorities for each agent. This allows you to route calls first to agents with the lowest priority (1) and then to agents with the highest priority (99). To learn more, please visit this article.