Skills-Based Routing (ACD)

Overview

 

Skill-based routing functionality directs calls, emails, web chats and voice mail messages (interactions) to an available agent with the highest skill level to handle that interaction. This ensures that your customers are interacting with someone who has the skill to help them, thereby reducing the instances where customers need to be transferred, escalated or called back.



Priority-based queuing is a great way to guarantee that all your customers receive the level of care they deserve. For example, by adjusting the routing parameters, you can ensure that your VIP customers will not wait and are handled with a higher priority than other customers. To achieve the maximum customer interaction effectiveness, you can use the data from your CRM, such as account numbers or zip codes, to define routing rules. As a result, your customers are quickly directed to the right agent and never feel “lost” or uncared for.