For customer-centric organizations, matching agent skills to the caller can translate to better sales, service, and retention. The traditional ACD routing model pools agents and attempts to evenly distribute calls among agents in a given pool. TFB Skills Based Routing refines that system to look for the highest rated available agent for the skills demanded by a given call. Supervisors rate agents on an inutitive A, B, C grading criteria, and the system does the rest. Lower rated agents only get calls when no other agents are available, and the system has waited the prescribed hold time for a highly rated agent to come free.

Skills Based Routing works with Enhanced Call Center Routing and Enhanced Automated Attendant to provide comprehensive automation of caller routing.

BENEFITS

• Raises customer service level by ensuring that callers get not just the right group, but the best available agent for the call
• Easier Routing Management - Provides GUI tools for supervisors to grade and prioritize the skills sets of multi-split agents

FEATURES

• Supervisor GUI for grading and assigning agents
• Intuitive ABC grading system
• Integration with Log Reporting
• Integration with Agent eMail and Agent Chat
• Application can modify CCVs on the fly

	WHERE IT FITS
	Requires CTI Server?
	Requires Media Server?
	Requires IVR Ports?
	Shares IVR Ports?
	Client Runs on Agent Desktop?
	Purchase Options
	Licensed By Port?
	Licensed By Seat?
	Unlimited Seat License?