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Automatic Call Distribution uses predetermined rules to identify callers, then assign them to queues, prior to routing each call to a particular agent or department. ACD systems use algorithms to determine how to route incoming calls. These routines are based on a number of criteria, the most common of which include the following:
Based on caller r laos telegram esponses to questions asked by an IVR system, skills-based distribution algorithms connect callers to specific agents, based on the agent’s ability to handle the caller’s particular issue or query.
Fixed Order Routing
Also known as linear distribution, here agents are assigned fixed positions in a call answering list. If the first agent on the list is unable to answer a call, the caller is routed to the next agent on the list until someone responds.
Rotary, Circular, or Round-Robin Distribution
In this model, calls are distributed in a continuous loop, with the next agent on the list eligible to take a call only after the previous agent has dealt with a case. Once the last agent in the loop has taken a call, the cycle begins again. This system is often favored by sales teams, and gives all agents in the team an opportunity to make sales.
Idle Time Distribution
To help in evenly distributing case handling workloads, this system routes calls according to which agent has not taken a call for the longest amount of time.
Simultaneous Distribution
For call centers whose priority is to reduce customer waiting times, simultaneous distribution sends an incoming call to all agents within a particular ring group, increasing the customer’s chances that a live agent will answer their call.
Time-Based Routing
Organizations with a remote or geographically dispersed workforce can benefit from this model, which routes calls according to agent and caller time zones, and agent availability. This makes it more likely that, whatever time of day a caller tries to contact the organization, an agent in their time zone will be available. If no agents are available, there is also the option for routing calls to voicem