Assign incoming calls to the most qualified user for an optimal allocation of staff and an increased first-call resolution.
Identify your organization’s skill categories and assign agents the according skills. If desired, skills can further be broken down into levels allowing a more granular routing. Define a distribution policy that determines how customer interactions are distributed according to skills and levels.
After call work (ACW)
Provide users with a dedicated time for post-call processing to improve agent time management and ensure documentation and resolution of customer inquiries.
Agent are blocked for a defined time period after every completed customer interaction. After call work (ACW) is recorded in the user session and the total ACW time is reported in the session objectives.
The simple and intuitive Workflow Editor enables the line of business to set up and manage the distribution and handling of incoming calls by themself, without the help of IT. Absolutely no coding required. Simply drag, drop, and connect elements to create or adapt your call flow; go live instantly.
A Power Automate connector allows for no-code automations and integrations with Microsoft and third-party applications such as a CRM, ticketing system, phone directories or webservices. Furthermore, the integration with Power BI Access allows you to access and automate the entire call and service reporting. You can also combine it with other data sources from your organization to get a holistic reporting for true insights and business intelligence.