Inbound Queue Routing

Description

Manages inbound contact queues across voice and digital channels, applying configurable queue strategies such as longest-idle, round-robin, and priority-weighted distribution. Ensures contacts are matched to available agents within defined service-level objectives.

Canonical use case

A bank's contact centre queues inbound calls by product line (loans, cards, accounts) and distributes them using priority weighting to maintain distinct SLAs per line of business.