Features › Contact center › Skill-based routing
Feature · Contact center
Skill-based routing
Send each call to the agent best suited for it, by language, product or experience.
See it in a real call
A walkthrough for skill-based routing is on the way. Ask your CyberGate contact for a live demo in the meantime.
More in Contact center
- Automatic call distributionHand queued calls to agents fairly, for example to whoever has waited longest since their last call.
- Agent login and statusAgents sign in and out of queues and set break or wrap-up states.
- Auto diallerDial lists of numbers automatically and connect answered calls to free agents.
- Listen, whisper and bargeSupervisors listen to live calls, coach the agent privately, or join the conversation.
- Call queuesCallers wait in line in order of arrival until the next agent is free, instead of hearing a busy tone.
- CRM pop-upThe caller's customer record opens on the agent's screen as the phone rings.
- Priority queueLet important callers move ahead in the queue.
- Queue callbackCallers keep their place in line without holding, and the system calls them back.
- Queue panelSupervisors see waiting callers, agent states and service levels live.
- Service level reportsTrack how many calls are answered within your target time.
- WallboardA big-screen display of queue statistics for the team.