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Purpose: Automatically routes incoming calls to the most appropriate agent or group of agents based on predefined criteria.
Functionality:
Uses rules and algorithms to match calls to agents with relevant skills, availability, or other factors.
Distributes calls fairly and efficiently among available agents.
Can handle high call volumes effectively.
Common Use Cases:
Client Call centers handling a large number of inbound calls.
Routing calls to specialized teams (e.g., sales, ACA, renewals).
Prioritizing calls based on urgency or importance.
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