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By default, Contact Center AI Platform (CCAI Platform) prioritizes transferred sessions over incoming
calls and chats. If you want all calls or chats to be treated in a first in
first out (FIFO) manner, regardless of whether they are transferred, you can
turn on FIFO queue routing. Transferred sessions include transferred calls and
chats and virtual agent escalations. FIFO queue routing applies to the IVR,
mobile, and web channels. You can apply FIFO queue routing globally and at the
queue level.
Turn on FIFO queue routing globally
To turn on FIFO queue routing globally, follow these steps:
In the CCAI Platform portal, click Settings > Operation
Management. If you don't see the Settings menu, click menuMenu.
Go to the Routing pane.
Under First In First Out (FIFO) Queue Routing, do one of the following,
or both, depending on your requirements:
To turn on FIFO queuing for calls, click the Calls toggle to the on position.
To turn on FIFO queuing for chats, click the Chats toggle to the on position.
Click Save Routing.
Turn on FIFO queue routing at the queue level
To turn on FIFO queue routing at the queue level, follow these steps:
In the CCAI Platform portal, click Settings > Queue. If you don't
see the Settings menu, click menuMenu.
Do one of the following, depending on your requirements:
To edit an IVR queue, do the following:
In the IVR (Interactive Voice Response) pane, click Edit /
View.
Click the queue that you want to edit.
In the Settings pane, next to Routing, click Configure.
Under First In First Out (FIFO) Queue Routing, click the
Calls toggle to the on position, and then click Save.
To edit a mobile queue, do the following:
In the Mobile pane, click Edit / View.
Click the queue that you want to edit.
In the Settings pane, next to Routing, click Configure.
Under First In First Out (FIFO) Queue Routing, do one of the
following, or both, depending on your requirements:
Click the Calls toggle to the on position.
Click the Chats toggle to the on position.
Click Save.
To edit a web queue, do the following:
In the Web pane, click Edit / View.
Click the queue that you want to edit.
In the Settings pane, next to Routing, click Configure.
Under First In First Out (FIFO) Queue Routing, do one of the
following, or both, depending on your requirements:
[[["Easy to understand","easyToUnderstand","thumb-up"],["Solved my problem","solvedMyProblem","thumb-up"],["Other","otherUp","thumb-up"]],[["Hard to understand","hardToUnderstand","thumb-down"],["Incorrect information or sample code","incorrectInformationOrSampleCode","thumb-down"],["Missing the information/samples I need","missingTheInformationSamplesINeed","thumb-down"],["Other","otherDown","thumb-down"]],["Last updated 2025-08-25 UTC."],[[["\u003cp\u003eContact Center AI Platform (CCAI Platform) by default prioritizes transferred sessions, but you can enable First In First Out (FIFO) queue routing to treat all calls and chats equally.\u003c/p\u003e\n"],["\u003cp\u003eFIFO queue routing, which encompasses transferred calls, chats, and virtual agent escalations, can be applied across IVR, mobile, and web channels.\u003c/p\u003e\n"],["\u003cp\u003eYou can enable FIFO queue routing globally for all calls and chats through the "Routing" pane in the "Operation Management" settings.\u003c/p\u003e\n"],["\u003cp\u003eFIFO queue routing can also be configured at the individual queue level within IVR, Mobile, and Web settings, allowing for specific management of calls and chats.\u003c/p\u003e\n"],["\u003cp\u003eEnabling FIFO at the queue level requires you to select a specific queue and use the "Configure" option, then saving the setting.\u003c/p\u003e\n"]]],[],null,["# First in first out queue routing\n\nBy default, Contact Center AI Platform (CCAI Platform) prioritizes transferred sessions over incoming\ncalls and chats. If you want all calls or chats to be treated in a first in\nfirst out (FIFO) manner, regardless of whether they are transferred, you can\nturn on FIFO queue routing. Transferred sessions include transferred calls and\nchats and virtual agent escalations. FIFO queue routing applies to the IVR,\nmobile, and web channels. You can apply FIFO queue routing globally and at the\nqueue level.\n\nTurn on FIFO queue routing globally\n-----------------------------------\n\nTo turn on FIFO queue routing globally, follow these steps:\n\n1. In the CCAI Platform portal, click **Settings \\\u003e Operation\n Management** . If you don't see the **Settings** menu, click menu **Menu**.\n\n2. Go to the **Routing** pane.\n\n3. Under **First In First Out (FIFO) Queue Routing**, do one of the following,\n or both, depending on your requirements:\n\n - To turn on FIFO queuing for calls, click the **Calls** toggle to the on position.\n\n - To turn on FIFO queuing for chats, click the **Chats** toggle to the on position.\n\n4. Click **Save Routing**.\n\nTurn on FIFO queue routing at the queue level\n---------------------------------------------\n\nTo turn on FIFO queue routing at the queue level, follow these steps:\n\n1. In the CCAI Platform portal, click **Settings \\\u003e Queue** . If you don't\n see the **Settings** menu, click menu\n **Menu**.\n\n2. Do one of the following, depending on your requirements:\n\n - To edit an IVR queue, do the following:\n\n 1. In the **IVR (Interactive Voice Response)** pane, click **Edit /\n View**.\n\n 2. Click the queue that you want to edit.\n\n 3. In the **Settings** pane, next to **Routing** , click **Configure**.\n\n 4. Under **First In First Out (FIFO) Queue Routing** , click the\n **Calls** toggle to the on position, and then click **Save**.\n\n - To edit a mobile queue, do the following:\n\n 1. In the **Mobile** pane, click **Edit / View**.\n\n 2. Click the queue that you want to edit.\n\n 3. In the **Settings** pane, next to **Routing** , click **Configure**.\n\n 4. Under **First In First Out (FIFO) Queue Routing**, do one of the\n following, or both, depending on your requirements:\n\n - Click the **Calls** toggle to the on position.\n\n - Click the **Chats** toggle to the on position.\n\n 5. Click **Save**.\n\n - To edit a web queue, do the following:\n\n 1. In the **Web** pane, click **Edit / View**.\n\n 2. Click the queue that you want to edit.\n\n 3. In the **Settings** pane, next to **Routing** , click **Configure**.\n\n 4. Under **First In First Out (FIFO) Queue Routing**, do one of the\n following, or both, depending on your requirements:\n\n - Click the **Calls** toggle to the on position.\n\n - Click the **Chats** toggle to the on position.\n\n 5. Click **Save**."]]
