"Call distribution" refers to the automatic allocation of incoming calls to available agents or teams based on various criteria such as availability, skills, or call priority.
Typical functions of software in the area of call distribution may include:
Intelligent call routing: Automatic routing of calls to available agents or teams based on predefined rules or criteria.
Skill-based routing: Assignment of calls to agents or teams based on their skills or knowledge to ensure that calls are routed to the most suitable employees.
Queue management: Organization of incoming calls in queues and prioritization based on criteria such as wait time or call type.
Call prioritization: Ability to prioritize incoming calls based on urgency or customer, and route them accordingly.
Call routing: Routing calls to different locations, departments, or teams based on geographical locations or other parameters.
Real-time monitoring: Monitoring call traffic in real-time to identify bottlenecks and adjust call distribution accordingly.
Automatic callback feature: Ability for callers to leave a callback request when all agents are busy, and automatic callbacks when an agent becomes available.
Call statistics and reporting: Generating reports on call volume, wait times, call duration, and other metrics for performance evaluation and optimization.