Quality routing

A quality routing is a named formula, built from call statistics, that an LCR can use when its Order is set to Quality. This page covers what the Quality routing screen itself shows and labels — it does not claim to explain how the LCR applies the score internally.

The list and the form

In the sidebar, go to Routing > Quality routing.

Quality routing page: an empty list (Name / Formula / LCRs / Actions, 'No quality routings.') next to a New quality routing form with a Name field, a Formula field with a formula example and the note 'Allowed: ASR, ACD, TOTAL_CALLS, TOTAL_ANSWERED, TOTAL_FAILED, TOTAL_BILLSEC, PRICE', six number fields (ASR-Calls, ACD-Calls, Total-Calls, Answered-Calls, Failed-Calls, Billsec-Calls, each defaulted to 50), and a Create button. — The Quality routing screen: the list of existing quality routings on the left, and the form to build a new one on the right.

What each field means

Field	Meaning, as labelled on the screen
`Name`	The quality routing's name — this is what you pick from an LCR's settings later.
`Formula`	A formula built from the allowed variables the screen lists: `ASR`, `ACD`, `TOTAL_CALLS`, `TOTAL_ANSWERED`, `TOTAL_FAILED`, `TOTAL_BILLSEC`, `PRICE` — for example `ASR * 2 + ACD`.
`ASR-Calls` / `ACD-Calls` / `Total-Calls` / `Answered-Calls` / `Failed-Calls` / `Billsec-Calls`	Six statistics fields, each a number from 1 to 200 (default 50), one per call outcome named in its label.
`LCRs` (list column)	How many LCRs currently use this quality routing.

Note

The six statistics fields are exactly as labelled above — this page does not go further into how each one weighs the score, since that isn't shown on the screen itself.

Using it from an LCR

Once created, a quality routing is available to pick from an LCR whose Order is set to Quality — see LCR: routing strategy and failover for the four Order strategies. A quality routing already assigned to an LCR cannot be deleted from this screen until you remove it from that LCR first.

Check

After creating a quality routing, confirm it appears in the list with the Name and Formula you set, and pick it up from the LCR you intend to use it on.