Call Queue and Weighted Routing

[svanatta]

I am in the process of setting up a new call queue and the user would like a priority-based route type using the Weighted method. We've usually done simultaneous, so this is new for us. I don't see anything in the documentation for how the weighting applies in terms of number of calls before it would ring another agent's phone. Does anyone have experience with weighted routing to know how the system handles the weight percentages? I am currently setting up 3 agents in the queue and they want the majority of the calls to go to 1 agent with the the other 2 as backups. I was going to test with a 50% weight for the primary agent and 25% for the other two assuming that the lead agent could be on a call and take at least 1-2 other calls to place on hold. Does anyone know if it works this way?

Thanks,

Stephanie Van Atta

[balaji.bandi]

have you looked at this document :

https://help.webex.com/en-us/article/nzkg083/Configure-Call-Queue

[svanatta]

Hello Balaji. Yes, I did see that article. While it has a lot of information, it still only states: Sends calls to agents based on the percentages you assign to each agent in the call queue profile (up to 100%).
I am really trying to determine how it handles that weight in real time. If an agent has a 50% weight and the other 2 agents in the queue have 25% each, how many calls will the first agent get before it rolls to the next agent? If there are 2 calls, will it give them 1 and a backup 1? And then if there are 4 calls, they get 2 and the other agents each get 1? Is it just a basic calculation like that?
Thanks,
Stephanie