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Prioritize Calls With Inbound Skill-Based Routing

September 11th, 2017

Ensure that your top agents receive priority on incoming calls with Inbound Skills-Based Routing. Set a skill level for each agent and the inbound queue prioritizes agents with higher numbers to receive the call first.

Continue Reading continues its transition from a strictly predictive dialing platform to a full-fledged contact center with Inbound Skills-Based Routing. Combine Skills-Based Routing with other available features to run an inbound operation at your company, all on the software.

As inbound calls arrive, Skills-Based Routing directs them based on each agent’s assigned skill level. Agents with higher skill levels are placed at the top priority in the queue, meaning your best agents are on the phones first.

If higher-level agents are currently on the line, the calls route to the next available lower-level agent. When the system reaches agents with identical skill levels, it the call to the one who has waited longest for a call.

Maximize customer satisfaction when you prioritize your top performers with Skills-Based Routing. Blending your inbound and outbound portions of your call center simplifies management. As continues adding features to broaden the software’s capabilities, you can rely more extensively on a single platform for your company.