Routing is distribution with rules attached — a lead from a certain source, or needing a certain language, going to the agent or branch best suited for it.
Arbitrary distribution ignores real differences in which agents are best suited for which leads.
Leads can be routed by branch or agent assignment rules set by the admin, rather than distributed arbitrarily.
Admins decide how leads should be routed based on branch, batch or other criteria.
Set up routing logic that matches your actual team structure.
Where not every lead is interchangeable across the team.
Yes, assignment can be configured based on branch, batch and other criteria the admin sets.
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