amd_agent_route

What AMD Agent Route Does

Determines where AMD-confirmed human calls are routed. NORMAL routes to the standard agent queue. Options include routing to specific agent groups, priority queues, or alternative campaigns based on AMD outcome.

Recommended Configuration

| Center Size | Recommended Value | Notes |

| --- | --- | --- |

| 10–25 Agents | NORMAL for most campaigns | Start conservative, monitor for 48 hours before adjusting |

| 25–100 Agents | NORMAL for most campaigns | Scale gradually — larger operations amplify effects of misconfiguration |

| 100–500 Agents | NORMAL for most campaigns | Consult ViciStack optimization team for enterprise-scale tuning |

How to Change This Setting

• Navigate to Admin > Campaigns

• Select campaign

• Find AMD Agent Route setting

• Select routing destination for human-detected calls

• Ensure target destination has adequate agent coverage

• Submit

Common Problems

Routing to an empty agent group causes calls to be abandoned

Mismatch between AMD speed and agent availability causes delay on call delivery

NORMAL route works for most campaigns — only change for advanced blended routing

ViciStack Module

ViciStack’s AMD Optimization module automatically monitors and optimizes amd_agent_route based on real-time performance data from your operation. Instead of manual tuning, ViciStack continuously analyzes call outcomes, agent performance, and contact rates to recommend and implement optimal values — often catching configuration drift before it affects your numbers.