Advanced Mode Routing filters elevate the functionality of Routing Filters by introducing the concept of priorities, along with several other filtering options that allow for more complex logic. Priority filters enable you to create descending groups of filtered contacts that will then route in order. For example, the system will prioritize routing all available Priority 1 contacts before routing Priority 2 contacts.
Each priority group still adheres to the normal routing order logic, but the logic is contained specifically within that group. For instance, a contact assigned an 'End of Queue' result action in Priority 1 will route ahead of a contact assigned a 'Retry In' result action in Priority 2.
Important Note: Enabling Advanced Mode on an existing filter will convert it to an Advanced Filter, and you will not be able to switch back to the original filter. This setting is recommended for advanced users only.
How to Enable Advanced Mode
Steps on how to enable Advanced Mode can be found in the "Creating an Advanced Routing Filter" section in the Create a Routing Filter article.
Using Advanced Mode
- Advanced Mode allows you to build different priorities (or tiers) of filters, ordered to prioritize the way leads are routed to your Callers.
- Leads meeting the criteria of Priority 1 will be routed first, followed by leads meeting the criteria of Priority 2, and so on.
- If a Caller is working on Priority 2 leads but a lead meeting the criteria of Priority 1 becomes available, that lead will route to the front of the queue. Once resolved, the Caller would resume working on Priority 2 leads.
Adding Tiers of Filters
To add a second tier of filters, click the “Add Priority” button at the bottom of the page. This will give you a second priority group to work from in a similar manner to the Priority 1 filter.
Converting to a Top-Level Filter
You can convert any Priority filter to a “Top-Level Filter”, meaning that all Priority groups would only be applied after the top-level filter has narrowed the queue down.
Routing Remaining Contacts
At the bottom of the page, you have the option to check “Route remaining Contacts as last priority”. If checked, this will allow any contacts that don’t meet the criteria of your Priority groups to route once leads in the Priority groups are exhausted.
Completing Your Filter
Once you’ve completed your filter, click the 'Calculate Contact Count' in the top right-hand corner of the screen. Once the calculation has run and you are satisfied with the results, click the 'Save & Apply' button.
Routing Filters take effect when they are assigned to a User or Team. If you need to create a Routing Filter, or have one ready to use, follow the steps in the Create a Routing Filter article.