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Setting Up Prioritized Skills based Routing and Balanced Queues
Indosoft Qpump to provide Skills based Routing with Prioritization
Indosoft Inc., a leading call center software provider, has implemented an enhanced Qpump engine to work with Asterisk PBX for providing balanced as well as
enriched skills based queue routing for ACD. The Indosoft Qpump is capable of providing call priority based on agents skill-set levels as well as balanced
queues wherever necessary. This is an efficient way of automatic call distribution (ACD) capability and increases the overall call center performance.
This new ACD for inbound call centers maintains the reliability necessary for critical call centers and is designed to provide full compatibility with Asterisk,
while offering the flexibility customers needed to rapidly deploy new inbound queues and campaigns. Based on the skill level, an agent is assigned a priority number based on skill-set
for every queue for which agent is expected to handle incoming calls.
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 the 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.
