Routing methods in WorkDial

WorkDial offers multiple call routing methods so every inbound call reaches the right person or team, using live Salesforce data to make the decision.

Access routing settings

  1. Go to App Launcher → WorkDial Setup → Numbers (Sender IDs).
  2. Select a number configured as Queue Based.
  3. Open the Routing Settings panel.

Choose a routing method

  • Skill-Based Routing: match callers with agents based on assigned skills (for example, language, product expertise).
  • Queue-Based Routing: distribute calls among agents in a queue, with options for priority or sequential distribution.
  • Record Owner Routing: route calls to the Salesforce record owner (for example, lead or case owner).
  • Last-Agent Routing: send repeat callers back to the last agent they interacted with for continuity.

Configure advanced options

  • Round Robin: distribute calls evenly among agents in a queue.
  • Ring All: ring all agents in a queue until one answers.
  • Priority Rules: define routing priority (for example, skill, then last agent, then record owner).
  • Custom Logic: combine methods based on your org’s needs.

Save and test routing

  1. Save your routing configuration.
  2. Place a test call to the number.
  3. Confirm calls are distributed as expected.

Best practices

  • Start with simple routing rules before layering in advanced logic.
  • Use last-agent routing to improve the experience for repeat callers.
  • Assign skills carefully and review them regularly to keep routing efficient.

Troubleshooting

  • Calls not routing as expected: verify the number is set to Queue Based.
  • Agents not receiving calls: check their status (Available) and Call Center assignment.
  • Duplicate routing rules: simplify your routing logic to avoid conflicts.