Skills based routing, Queue Prioritization and Balanced Queue
Indosoft Q-Suite ACD provides Skills based Routing with Prioritization
Skills based Routing is an efficient way of automatic call distribution (ACD) and increases the overall performance of a call center. Agent skills with levels and Queue skills determine how a call is answered. An incoming call will be delivered to the agent with the highest skill level among all the available agents. If there are multiple agents available to take calls, the longest waiting agent gets to handle the next incoming call. When there are calls waiting on multiple queues and an agent becomes free, the agent will get the call from the queue with the highest skill level. When the skill levels are equal, the longest waiting call from those queues will be handled out. If all agents are assigned the same priority on all queues, it will result in a balanced queue system. This will result in the longest waiting call getting the first available agent. If multiple agents are waiting for a call, the longest waiting agent will receive the call.
Agent and Queue Prioritization for Skills based routing and Queue balancing
In a prioritized skills based routing, the incoming call will go the agent with the highest priority. If there are calls waiting on multiple queues, the agent will get the call from the queue with a higher priority number. If all agents are assigned the same priority on all queues, it will result in a balanced queue system. This will result in the longest waiting call getting the first available agent. If multiple agents are waiting for a call, the longest waiting agent will receive the call.