Today, if digital channels remain open overnight, RingCX presents the accumulated backlog of digital interactions to agents first when they become available. As a result, if an inbound phone call enters the queue while digital interactions are waiting, the caller may remain on hold until those digital interactions are cleared or assigned.

This creates a poor member experience because live callers are delayed behind lower-priority asynchronous channels.

Business Requirement

Inbound phone calls should interrupt or take precedence over any pending digital interactions. If an agent becomes available and there is both a phone call and a digital interaction waiting, the phone call should always be routed first.

Web chat should be the next highest priority because it is a live interaction. SMS should follow because it is near-real-time but less urgent than chat. Email should be the lowest priority because it is asynchronous and can be handled after live and near-live channels.

Desired Behavior

When an agent is available:

If a phone call is waiting, route the phone call first.
If no phone call is waiting, route web chat next.
If no phone or web chat is waiting, route SMS next.
If no phone, web chat, or SMS is waiting, route email.
Digital backlog should not prevent inbound calls from being routed immediately to available agents.
Agents should not be forced into omnichannel/multi-interaction handling just to prevent phone calls from waiting behind digital work.

Operational Concern

While some agents are able to handle multiple interactions at one time, most agents perform best when focused on a single interaction. We would prefer routing logic that prioritizes work by channel rather than requiring agents to handle multiple interactions simultaneously.