Overflow Groups

Welcome to the Overflow Groups subject.

Overflow Groups is in the Floor Performance Management category. - View all

Knowledge Bankview more…knowledge bank rss

Conditional Routing

Conditional routing is the term used to route calls to and from different agent groups. This can also be described as 'overflow' of cal… View

First Contact Resolution (FCR) Levels and Skills Based Routing (SBR)

Whilst there is always a clear desire to match the call subject matter with the appropriately skilled agent, this is not always possible, resulting… View

Hunt Group

Hunt Groups are a concept on PBX systems for distributing calls from one extension line to another or group of lines. The call, if the destinat… View

White Papersview more…white papers rss

Telephony ACD Reporting Measures & KPIs

Provides an overview of key telephony reporting measures View

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