Inbound call distribution (call routing) is а vital function for any contact center platform. The way call routing is implemented determines the level of customer satisfaction, agent workload, and a number of other important call center business metrics.
In SoftBCom Contact Center, there is a special component, Queue Process Manager (QPM), which is responsible for distributing inbound calls (both voice calls and text messages from digital channels) among the agents.
Calls are assigned to available agents with the most applicable skill sets (skills-based routing). By skills we mean the knowledge and qualification levels that allow an agent to handle a call in compliance with the project or company rules. These skills can be: foreign language proficiency, technical knowledge, etc.
In SoftBCom Contact Center, each agent can possess several skills, so that they can handle several queues or projects. The level of each agent’s skills is registered in the system. At the same time, every project has preset skill requirements, including their acceptable range and relevance for the project.
The level of skills applicable to a particular project, and their relevance are used to determine the agent’s qualification level in the project (project rating). This rating is further used to select the most and the least qualified agents for handling calls from a particular queue.
When a new call is placed in the project queue, the system selects an available agent (if any) with skills enabling them to handle calls in the project. After that, the system selects the agent most suited to the call distribution policy adopted in the project.
You can apply the following call distribution policies:
As can be seen from the graph, a call from the “Corporate Clients” project is handled by one of the agents possessing applicable skills. From this group of agents, the one with the longest idle time is chosen, as the policy for the project is “the most available”.
When there are several projects with queues of more than one call, an available agent is assigned to the queue matching their skills. After that, the system chooses a call from this queue that corresponds to the selected distribution policy to the fullest.
As can be seen from the graph, the available agent has skills applicable to serving both “Individual customers” and “Corporate clients” groups, therefore a call is chosen out of these two categories of calls. Since these queues operate within the “longest in the queue * priority” policy, the wait time for each call in the queue is multiplied by its priority, and the call with the biggest value is routed to the available agent.
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