Answer

When a group's leads are loaded, each lead is checked against all of these conditions.

A lead becomes an AI candidate only if:

1. Its country is in your account's AI allowed countries list.
2. It is not permanently assigned to a specific human agent.
3. It is not a no-ratio lead (callbacks and other lead types that must reach a specific person always go to humans).
4. At least one clocked-in AI Agent serves the lead's group (through its skill groups).

Leads are then held in separate dialing pools - AI candidates on one side, human leads on the other - and each side is paced independently: AI capacity dials only the AI pools, human capacity dials only the human pools. High-priority (high-weight) leads get the same fast-lane treatment on both sides.

flowchart TD
  L[Lead loaded by the group filter] --> Q1{Country in AI allowed countries?}
  Q1 -- No --> H[Human pool]
  Q1 -- Yes --> Q2{Permanently assigned or no-ratio lead?}
  Q2 -- Yes --> H
  Q2 -- No --> Q3{Clocked-in AI Agent serving this group?}
  Q3 -- No --> H
  Q3 -- Yes --> A[AI pool]