Last in, first out routing
When skills-based routing is being used in a queue, usually interactions that have been waiting longest to be assigned to an agent are assigned first. This is known as First in, first out (FIFO). In contrast, Last in, first out (LIFO) newest interactions are assigned first ensuring that contacts requiring for a quick response are handled soonest.
A LIFO interaction will be assigned before a FIFO interaction, except in cases where the FIFO interaction has specific skill requirements that match an available agent, while the LIFO interaction does not. In this scenario, the FIFO interaction takes precedence.
Service level agreements
Service-level agreements (SLAs) applied to FIFO interactions are disregarded. This means that SLA targets will not influence whether a FIFO interaction is assigned before a LIFO interaction.
For information about configuring LIFO, see Configuring a queue to use Last in, first out routing.
For general assistance, please contact Customer Support.
For help using this documentation, please send an email to docs_feedback@vonage.com. We're happy to hear from you. Your contribution helps everyone at Vonage! Please include the name of the page in your email.