Skill-based routing & most idle are components of ACD
Skill based routing directs incoming inquiries to call center agents with the highest skill level to handle that interaction. It is essentially a mapping of business rules, which direct calls from a certain call-group to a pre-defined agent group
Most Idle Agent routing is a load balancing mechanism in which the agent who has been idle the longest will get the call automatically
Benefits of Skill based Routing & Most Idle
- Enhanced Customer Service
- Reduce abandoned call rates
- Reduced Waiting Time
- Balance agent workload
- Maximize staff productivity
- Improve first-call resolution
- Increase overall call center performance
- Reduce training time
To Download Neox IP-PBX Brochure click here https://www.dropbox.com/s/q4dxtoquruxv24e/Neox-IP-PBX.pdf
To Download Neox Dial Centre Brochure Click here https://www.dropbox.com/s/df6nghyk0ayu446/Neox_Dial_Center_Datasheet.pdf
To get a quote or need any further details Call Anubhav Saraf on +91-9712956772 or E-Mail on anubhav.saraf@elitecore.com
http://www.neoxsolution.com/
