[ Automatic Call Distribution ]

CallPlus IP processes incoming contacts (calls, emails, SMS contacts etc.) in a 'Universal Queue'. 

It then automatically prioritises them according to pre-determined routing rules, and intelligently routes them to the next available agent (or 'virtual agent') appropriate to their call or customer type.

Individual contacts are prioritised according to a weighted scoring system, where their score is made up of one or more of the following:

• Contact priority
• Agent skills
• Agent group
• Contact media type
• Agent utilisation
• Agent cost
• Time in queue
• Number of contacts waiting

It's a methodology that allows contact centres to utilise multi-skilled agents in an optimal way, creating greater contact centre efficiencies and improved service levels.