 Least Recently Used (LRU) is a common routing strategy that directs the next incoming call to the agent who has been idle the longest (i. e.

LRU (Least Recently Used) Routing

 Round Robin Routing is a call distribution method that distributes incoming calls to agents in a sequential, cyclical order.  It is designed to ensure a fair and even distribution of workload among all available agents in a queue.

Round Robin Routing

 Ring to All, or Parallel Ringing, is a call distribution strategy where an incoming call is simultaneously offered to all available agents in a specific queue.  The first agent to accept the call is connected.

Ring to All / Parallel Ringing

 Skill-based routing (SBR) is an intelligent call distribution system that directs incoming calls to the most qualified agent available based on a required skill set.  Skills can include language proficiency, product knowledge, or technical expertise, ensuring a better match between customer needs and agent capabilities.

Skill Based Routing

 Preferred Agent Routing, also known as Sticky Agent, is a functionality that aims to connect an inbound caller to the agent they last spoke with or an agent who is specifically assigned to them.  This feature is designed to improve customer satisfaction and first-call resolution by providing service continuity.

Preferred Agent / Sticky Agent Routing

Ameyo Platform Documentation

Inbound Routing Strategies


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Omni Contact Center

Estimated Wait Time (EWT) & Queue Position Announcement

VQ Pass (Virtual Queuing)

Call Queuing / Queue Management

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ECC Patch Release 4.13.38 Document

ECC Patch Release 4.13.38 Document (cloned with children)

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