For a person to get connected to the right agent, several Automatic Call Distributor scenarios are available.A few scenarios are:
Last Agent Routing
Customers will have a single point of contact within your organization, simply by routing your Customer to the Agent with whom this customer had a conversation the last time.
Skill Based Routing
This makes it possible to select call agents based on their skills. Customers will be connected to only those call agents that are actually able to help them.
Longest Idle Routing
In this scenario, the Agent which is the longest stationary will be chosen.
This scenario selects the agent with the lowest score. The score is based on the number of calls which has handled an Agent.