Overflow Groups

Welcome to the Overflow Groups subject, the available knowlege bank articles are displayed below.

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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

Interflow

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

Intraflow

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

Outsourcing

Outsourcing is a process by which companies partner with third party specialist organisations, who undertake the processing of a function on their … View

Overflow

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

Virtual Call Centre

A virtual call centre refers to a call centre which is made up of two or more different sites. Take a billing call centre for a mobil… View

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