Source note · Five9 routing and campaign model
When an outbound campaign has several skill groups, agents in the first-listed group get the first calls and the dialer moves to the next group when they are busy. After group order, individual skill levels and then the distribution algorithm decide which agent is chosen.
Checked 2026-09-24
If they are on a call, the dialer sends calls to the agents in the next skill group.
- Vendor
- Five9
- Product
- Five9 Virtual Contact Center
- Subsystem
- routing
- Deployment
- multi-tenant
- Region
- not restricted
- Release range
- current as of 2026-09-24
- Checked
- 2026-09-24
Sources
- Configuring Skills for Campaigns — Five9 · tier 2 current vendor documentation · Skill Groups for Outbound Campaigns
Cite this note
APA
WarmTransfer. (2026, September 24). Five9 routing and campaign model: source note five9-routing-skill-group-order. WarmTransfer. https://warmtransfer.net/knowledge/claims/five9-routing-skill-group-order
BibTeX
@misc{warmtransfer-claim-five9-routing-skill-group-order,
title = {Five9 routing and campaign model: source note five9-routing-skill-group-order},
author = {{WarmTransfer}},
year = {2026},
url = {https://warmtransfer.net/knowledge/claims/five9-routing-skill-group-order},
note = {Source note five9-routing-skill-group-order, checked 2026-09-24}
}