When smart routing is enabled, video banking calls (could be out of branch, in branch) will only show up on the agent's dashboard who has been available the longest in the call's queue and has an active user status.

If the first agent who gets routed the call does not take the call after a set amount of time, the call will then go to the next agent who has been available the longest in the call's queue and has an active user status.

If the second agent who gets routed the call does not take the call, the call will go to all agent's of the call's queue dashboard.

If an individual agent gets routed a call, the following cases are possible:

The agent can take the call

The agent declines to take the call and it routes to the next case

The agent fails to interaction with the call during the ringing time and it routes to the next case

The client will be able to customize the ringing time until the call routes to the next case (idea being 10 - 15 sec)

We will add smart routing reporting where the client can see the following statistics:

How many calls an agent accepted

How many calls an agent declined

How many calls expired where the agent didn't answer the routed call

We may add reporting around user statuses.