Why Updating Availability Pings Matters

An availability ping update is critical whenever a vendor switches between ingroup routing and state routing. Without this adjustment, the system checks the wrong filter, making vendors appear unavailable, skewing performance stats, and disrupting call flow across the platform.

Two Types of Routing

• Ingroup routing
  Uses parameters to confirm availability within a defined call group.

• State routing
  Uses parameters to check availability for a specific geographic region.

Because these methods rely on very different criteria, the availability ping must always reflect the vendor’s current configuration.

Why Alignment Matters

• False negatives: Agents can show as unavailable when they are ready to take calls.

• Missed opportunities: Calls fail to reach the right Agent, impacting performance.

• Skewed reporting: Metrics like acceptance rates and concurrency lose accuracy.

• Vendor frustration: From their perspective, the system looks unreliable.

• Operational blind spots: Teams make routing decisions based on misleading data.

The Bigger Picture

Even though an availability ping looks like a small detail, it plays an outsized role in routing reliability. Keeping the availability ping update aligned with a vendor’s routing method ensures that the system reflects reality: Agents appear when they’re truly available, stats remain reliable, and calls move without disruption.

When this update is overlooked, the problems ripple quickly—missed calls, frustrated vendors, and eroded trust in the system. But when it’s managed properly, it keeps operations smooth and confidence high on both sides.

Need Help?

If you need more assistance regarding ping configuration, please reach out to our support team via the Slack channel or email us at [email protected]