Do your customers complain about having to go through multiple service reps before solving their queries?
If your company is facing this issue, you probably should start using skills-based routing. By providing information about your agents’ particular skill set, you can easily define how customers should be routed in order to be matched with the most qualified agent for their particular need.
Several other routing strategies are built-in in the Intelligent Router and are immediately available, with no need to design specific routing scripts:
Most Idle agent – Incoming sessions are routed to the agent who has been idle for the longest time, resulting in balanced workloads for agents. Idle time start counting when agents enter the Idle state, regardless of whether they are in the Ready or Not Ready state.
Most Available agent – the interaction is assigned to the agent who has been available for the longest time, taking into account only the Available (Ready, waiting for calls) time.
Last Agent routing – if possible, the call is routed to the agent who last spoke with that specific caller (identified by the ANI).
Cascade routing – the call is distributed to a designated group of agents (teams), and within the group following a specific algorithm (most idle, skills based, etc.). Should it not be possible to deliver the interaction to any members of the group, the call is directed to the following group(s), in a cascade ranking of decreasing preference, until the call is delivered or there are no groups left. Each service may have several cascade rankings, and the cascade ranking in use can be changed at any moment. The feature Cascade with Jump Criteria allows jumping the cascade by Time in Queue, Service Level and Queue Size variants.
Choose the routing strategy that best suits your business and treat your customers to the service they deserve!