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Inbound Queue Routing

Description

Manages inbound contact queues across voice and digital channels, applying configurable queue strategies such as longest-idle, round-robin, and priority-weighted distribution. Ensures contacts are matched to available agents within defined service-level objectives.

Canonical use case

A bank's contact centre queues inbound calls by product line (loans, cards, accounts) and distributes them using priority weighting to maintain distinct SLAs per line of business.

Open Items

  • [ ] Canon alignment — populate canon_axiom_refs or confirm no existing axiom applies
  • [ ] Dependency assessment — set dependencies_assessed: true once SA has reviewed the full chain
  • [ ] effort_estimate — replace 0 with rough engineering days (order of magnitude)
  • [ ] public_description — write the public-facing description before publishing