Call distribution & routing

Feature
Feature in development

Prioritization of agents

Make sure conversations are offered to the right agent first by setting prorities for each agent in each queue.

Drag’n’drop chat flow editor

Create a flow that matches your company’s needs quickly and easily. Set up opening hours, customization, hide strategy, URL triggers, queues and contact form.

Drag'n'drop call flow editor

Create a flow that matches your company's needs quickly and easily. Set up opening hours, announcements, voicemail, call forwarding, IVR and route calls and conversations to the right queues. You can record, upload or choose preexisting content from our library of hand-picked sounds and messages.

Skill-based routing

Ensure customers get matched with the right agents. Each agent can be assigned to any number of queues, and our advanced routing and IVR makes sure you can land customers in exactly the right queue with the agent they need. How advanced and detailed you choose to be is entirely up to you. Now go ace those first-contact-resolutions!

Advanced forwarding rules

Incorporate call forwarding into your call flows, create forwarding sequences or call a list of numbers at the same time - or just one. You can base forwarding on time-outs to forward the call to someone else if the phone isn't picked up after a time frame that you select.

Opening hours

Set different business hours for different numbers and different queues. Decide what actions to take when receiving a call within and outside opening hours.

Queues

Use the same number for different queues in your call flow. Customize call flows with specific opening hours, voicemails, announcements and more.

Triggers based on wait time

Use wait time in the queue as a trigger for other actions in your call flow. Play announcements, forward or send the call to a different queue

Prioritization of queues

Prioritize queues to make sure the most important ones are answered first. This is effective if agents are assigned to more than one queue (for instance for multi-skilled agents).

Preferred agent

One more step in making sure the customer gets connected to the right agent, selecting preferred agent routing means a customer will be matched with agents that they've previously talked to. You can also assign a preferred agent to a contact manually to ensure the best experience for that customer.

Content-based routing

Route conversations to the right agents based on the content of the conversation that your customer initiates. Content is read and categorized using natural language processing and then routed to the agent who gets the best feedback in answering those types of conversations.

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