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Product Features and
Benefits Automatic Call Distribution
Automatic Call Distribution
ACD is a feature that routes incoming calls to a group of
specific operators based on a preset set of rules.
ProtCall will gather all the information about the incoming call, and uses it to
determine the best routing and treatment for the call. It then factors in dynamic
call center conditions such as agent availability and call center history records,
and queues the call accordingly to the required skillsets.
If an agent assigned to that skillset is available, the call is delivered to the
agent. If an agent is not immediately available, the call is queued to the required
skillset, and alternative treatments are given to the caller, as defined in the
call script.
Skill Based Routing
Skills Based Routing or SBR provides routing of inbound calls
based on the skills required by the call. The required skills can be determined
by using something simple like a branching IVR.
(e.g. For sales inquiries please press 1).
Each operator working in inbound mode has a set of available skills and priorities.
ProtCall will dispatch inbound calls to the free agents that have the highest score
on the required skills. It's all really simple, but it can provide great benefits
by properly associating calling clients directly to the best agent that can help.
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