The latest Nimbus release comes with major improvements that will make your contact center more efficient. You can now complement skill levels with a responsibility and assign responsibility profiles to users.
A user’s skills do not change very often; however depending on how busy the contact center is, a user’s responsibility to take calls may vary. Before, you had to change the user’s skill level to adapt to changes in availability. Now you can distribute incoming calls based on the user’s current responsibility profile.
For example, even though a supervisor is an “expert” in his field and has the required skills to accept calls, he is mainly responsible for overseeing the team and ensuring that the business runs smoothly. He only takes calls in the last level of escalation when no other agent is available. With the new responsibility-based routing, he can set his skills to “high,” but his responsibility is “low.”
You can now also define responsibility profiles, which makes it easy for employees to change their availability quickly. For example, you might have an IT helpdesk where employees periodically switch between answering calls in the front office or working on maintenance and admin in the back office. Employees would be highly responsible for calls in their “first line” profile. But suppose they are busy with admin or other work. In that case, they can set their status to “back office,” which gives them a low responsibility. In this case, calls are only routed to them if no one else is available. The responsibility for a profile is individually configurable for every employee, and both users and supervisors can change the profile.
To give you a better overview of your contact center, we also improved the UI. In the dashboard and contact center widgets, you can now see available agents in the first level of call distribution that are available to take calls, as well as the distribution level of waiting tasks.