Skills Based Routing
Make sure your customers are always connected to the right person.
DXP offers an intelligent Skills Based Routing system that matches an incoming call to the employee who is best-prepared to help with their query. This not only means shorter waiting times for customers and a faster resolution, but your employees will achieve reduced handling times for each call.
The system works based on a routing algorithm that makes sure calls are sent to available agents before those who are offline and it will automatically select and send calls to agents who have been idle for longer. It can also be set up to send calls to your more skilled agents rather than those who are newly trained.