![]() They often include broad categories like ‘sales’, more specialist areas like ‘escalated complaints’, or core skills such as the preferred language of the customer. The kind of skills that a contact center bases its routing behaviours on really depends on the kind of contacts it receives. If skill X is required, then route to agent with skill X. In a sense, this is a specialized version of conditional routing, where the if/then scenario is: Skills-based RoutingĪnother very significant element of call distribution is skills-based routing. The ability to react in real-time to current or anticipated call volume allows for more effective load-balancing across resources, and better use of overflow capacity. Nonetheless, conditional routing is very important in contact centers operating at any significant scale or across several sites. The reason is generally the difficulty of integrating other data sources with the ACD, and the problems of regularly changing the associated setup. However, contact centers typically find that the kind of sophisticated conditions they need are not cost-effective given the expense of implementation when using traditional call center infrastructure. Obviously, rules can potentially contain a much greater degree of complexity than this example. Conditional routing subjects contacts to a series of if/then scenarios, which impact the destination of the call.įor example, ACD routing behaviour might include the rule if caller is VIP then route to next available agent. One of the most important developments in call distribution is conditional routing. In an up-to-date contact center it’s reasonable to expect that routing decisions will be informed by factors including: ![]() This is largely due to increased Computer Telephony Integration (CTI) that enables a large number of systems to supply data to the ACD. Over time, the kinds of decisions an ACD can make have grown more sophisticated. Although able to handle dramatically higher volume than human operators, they could generally route calls based only on agent availability. The original ACD systems were devised to complement or replace live switchboard operators, in response to a substantial increase in telephone communication.Įarly ACDs were limited. The ACD can then factor in data received from the IVR, using it to inform call routing. For example, a customer may need to proceed through an Interactive Voice Response (IVR) system before their call is directed. This is handled by an Automated Call Distributor (ACD) which can be a software or hardware based solution.īy integrating with other available systems, an ACD can include a range of data in its decision making. Automatic call distribution is the practice of directing incoming phone calls to available agents.
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