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Voice Routing

When it comes to configuring Voice routing, the biggest decision you’ll make is determining how much time that you grant Agents between calls. It’s a delicate balance, because on one hand, you don’t want to have Agents rushed into their next call too quickly, while on the other hand, you don’t want Agents to have lots of idle time between Customers.

Administrators can configure the time Agents have between calls or when they are routed another call upon declining a call.

Take a look at the below graphic to see the available settings to control Voice routing behavior within Conversation Workflow:

Click on the interactive icons in the image below to learn more.


When setting the time that Agents have between calls, there’s several factors that can help you come to a decision:

  • How much time do Agents need to wrap up notes from a call or complete other duties before receiving a new call?
  • How intensive are the calls that Agents are handling? If calls tend to be highly-technical or urgent in nature, it can be a good idea to allow your Agents time to collect themselves before their next call.

Take a look at the below graphic to see an example of what an Agent might work on immediately after a call and before their next.

Click on the interactive icons in the image below to learn more.

Consider using an IVR for further “routing”
A common Voice Routing scenario is wanting to move Voice Customers with less urgent needs to a less urgent Channel. One way to do this is by setting up SMS and Voicemail nodes in your IVR menus or queues that Customers can select. That way, your Agents can focus on Customers with urgent issues and those who really want to be helped by Phone, while less urgent issues can be handled asynchronously on SMS or Voicemail Channels. By default, there are SMS and Voicemail option in Gladly’s basic IVRs but you should consider placing these options throughout the IVR, especially for teams that might have a larger backlog of calls in the queue.