Agent Finders

Smart routing rules that find the best available agent based on skills, language, location, or caller attributes. More flexible than a plain queue.

💡 Agent Finders pick a target agent dynamically per call. If no match is found, the call falls through to the Fallback destination.

Spanish-Speaking Intake

📍 All Locations

Edit

Matching Criteria

Agent tagged 'Spanish' AND status=Available

Fallback

Main Queue (700)

Used By

Spanish IVR option, 908-555-0101

Clinical First Available

📍 Main Clinic

Edit

Matching Criteria

Any Clinical ext, priority to senior docs

Fallback

Nursing team group

Used By

Main Line during business hours

Nearest-Location Routing

📍 Tenant-wide

Edit

Matching Criteria

Route to caller's nearest office by DID area code

Fallback

All-company main queue

Used By

National 800 number

Surgery Skills Match

📍 Surgery Center

Edit

Matching Criteria

OR Lead → OR Nurse → Pre-Op

Fallback

Surgery Intake Queue

Used By

Surgery Intake line

VIP Caller Bypass

📍 All Locations

Edit

Matching Criteria

CID matches VIP list → direct to supervisor

Fallback

Normal queue routing

Used By

Collections, Main Line