Skillsets
Skills-based routing means the agent most suitable to take the inquiry is reached.
Callbacks
After a period of time, queued callers can request a callback and the next available agent will get their request. The system will wait to ensure the agent is ready before dialing – meaning better-prepared agents and interactions.
Preferred Agent Routing
You can assign a certain agent to act as “point” on complex cases; with Preferred Agent Routing, calls and chats will be routed to an agent of your choosing.
Dashboards and Live Monitoring
Our Dashboards help you monitor the platform in real-time, including wait times, service levels, and much more. Live Monitoring lets you tune into specific interactions – and even take control as needed.