WorkDial offers multiple routing methods to ensure every call reaches the right person. Admins can configure rules to route calls by skills, queues, record ownership, or advanced logic.
Step 1: Access Routing Settings #
- Go to App Launcher → WorkDial Setup → Numbers (Sender IDs)
- Select a number configured as Queue Based
- Open the Routing Settings panel
Step 2: Choose a Routing Method #
- Skill-Based Routing: Match callers with agents based on assigned skills (e.g., 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 (e.g., lead or case owner)
- Last-Agent Routing: Send repeat callers back to the last agent they interacted with for continuity
Step 3: 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 (e.g., skill → last agent → record owner)
- Custom Logic: Combine methods based on your org’s needs
Step 4: Save & Test Routing #
- Save your routing configuration
- Place a test call to the number
- Confirm calls are distributed as expected
Best Practices #
- Start with simple routing rules before layering in advanced logic
- Use last-agent routing to improve customer experience for repeat callers
- Assign skills carefully and review them regularly to keep routing efficient
Troubleshooting #
- Calls not routing as expected → Verify 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
Related #
- Business Hours & Offline Routing
- Manager Monitoring & Coaching
