Multi-Channel ACD Routing

routing ppl2AireContact incorporates all industry standard ACD functionalities (call routing, queuing, announcement during waiting, call distribution between agents, and real time performance data) within its Multi-Channel (Multimedia) queue. For example, a customer that initiates a voice call and a customer that initiates a chat session will experience identical prompts, menus, and selections. The former will be served using voice (IVR) and the latter will be served using chat text messages and data entry.

Blended queue (universal queue) – AireContact’s multi-channel queue acts seamlessly as a blended queue. Inbound and auto dialer, chat, SMS, email, and social media interactions are prioritized according to pre-configured rules and agents are assigned inbound or outbound interactions from the same queue. The agent desktop application displays a color indicator of the call type within the call-offer-screen so that agents will be quickly oriented to the nature of the call.

Idle time routing – A routing strategy that allocates the agent with the longest idle time to the next waiting interaction in the queue.

Skill based routing – A routing strategy that allocates the most skilled agent to the next waiting interaction in the queue. Agent skills are matched to appropriate interaction and the algorithm automatically finds the best match. The algorithm can be configured to lower the demands as queue wait time increases, so that the more skilled agents can handle the next interaction during peak periods. An unlimited number of skills or demands can be configured and each skill has 3 levels.

Longest waiting routing – The main parameter taken into consideration during idle time routing and skill based routing is the time an interaction has been waiting in queue. The longer an interaction has been waiting, the higher priority it is assigned.

Agent based routing – AireContact’s flow engine includes the ability to route interactions to specific agents. The destination agent can be identified by extension or by agent name. Example use cases:

  • Using a simple menu, agents can route the call to other agents according to extension or name.
  • Look for an agent’s name within the interaction or campaign fields and route it to the specific agent accordingly.
  • During queue, route the interaction to a specific agent, and if that agent is not available for a predefined period, forward the interaction to a different available agent
  • Route emails to the specific agent that has already handled previous topic with a customer.

Area code (geographic territory) based routing – Calls can be routed to agents according to the customer’s phone number area code.

Agent multi-tasking – Agents are assigned with multi-tasking capabilities, enabling them to handle multiple interactions simultaneously. Interactions can be of the same type or different types. Multi-tasking profiles are created dynamically and provide as many combinations as required. For example, an agent could be assigned to handle two chats, one email, and one voice interaction simultaneously. Multiple profiles can be created and assigned to different agents based on their skills.