Macfarlane Telesystems Limited
Improving lines of communication
[ Automatic Call Distribution ]
CallPlus IP processes all these incoming contacts in a 'Universal Queue' whereby each contact is considered relative to all other contacts in determining whether it can be distributed to the next available agent.
This gives great flexibility to the contact centre supervisor in the way rules are set for the routing of contacts to agents. Within CallPlus IP, the routing rules can be made up of one or more of the following items to create a total score for the contact, where each item can also be weighted:
  • Contact priority
  • Agent skills
  • Agent group
  • Contact media type
  • Agent utilisation
  • Agent cost
  • Longest waiting contact
The rules will operate such that where a new contact arrives and there are agents free, the best agent will be found for the contact. Where all agents are busy with contacts waiting, and an agent becomes free, the best contact will be found for that agent.

This allows your contact centre to utilise multi-skilled agents in the most optimal way, thus creating greater efficiencies in the contact centre operation, and providing a higher level of service to your customers.

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