Configuring a queue to use Last in, first out routing

If enabled for your account, you can configure a skills-based queue that uses Last in, first out (LIFO) routing. Instead of Vonage Contact Center (VCC) assigning inbound interactions that have been waiting longest first (First in, first out (FIFO) routing), with LIFO routing, VCC assigns the newest interactions to applicable agents. For more information about LIFO, see Last in, first out routing.

How do I configure a queue to use LIFO routing?

To use LIFO you need an Automatic Call Distributor (ACD) applet in skills based (last in, first out) mode — the ACD applet becomes a Universal Contact Distributor (UCD) applet, or a skills-based router that assigns newest interactions first. For information about ACD and UCD applets, see Automatic Call Distributor (ACD) or Universal Contact Distributor (UCD) applet. For more information about skills-based routing, see Skills-based routing.

To LIFO routing, perform the following steps:

1. Create an ACD applet. For information on creating an applet, see Creating an applet. A new ACD applet appears.

2. In Behavior Type in the ACD section, click Skills based (last in, first out). The ACD page refreshes and first in, first out sections are unavailable.

   Unavailable sections

   In Skills based (last in, first out) mode, the following sections are unavailable:

   • Wait Time Announcements
   • Queue Settings

   
   The ACD applet is now a UCD applet.

3. Click the equal call allocation mode that you require in the Equal Call Allocation Mode list. For information about equal call allocation, see Call distribution.
4. Configure the UCD applet as required. For information about the fields in the applet, see Automatic Call Distributor (ACD) or Universal Contact Distributor (UCD) applet.
5. To save your changes, click Update.

Your UCD applet must be the last applet in a complete interaction plan. Now when an interaction arrives, VCC assigns the interaction according to your routing mode.