Routing My Interactions

You can use Composer's predefined blocks and/or write your own SCXML code to create routing applications that route based on various criteria such as: Agent, Agent Group, ACD Queue, Place, Place Group, Route Point, Skill, or Variable, last called agent, date and time, the value of a statistic, dialed number (DNIS), originating number (ANI), percent and conditional routing, and load balancing.