UK and IrelandSkills Based Routing (SBR)
Skils Based Routing
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Automatic Call Distributor (ACD)
Automatic Call Distributors (ACDs) have been around for a long time now, however, they still remain the basic building block in all call centres to… View
Call Routing
Calls can be routed by the ACD to groups of agents by a number of predetermined commands. This can include routing by; Skills, produ… View
Call Tracking
Most call centres have an understanding of why their callers phone but not generally a detailed understanding of the actual call 'types'. C… View
Call Type Tracking Process
Most call centres have an understanding of why their callers phone but not generally a detailed understanding of the actual call 'types'.&n… View
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
Multi-Skilled
Multi-skilled is a phrase used when an agent is sufficiently skilled to handle different types of calls. This generally applies where there a… 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
Queues - Physical & Logical
When a call queues it generally waits for the next available agent. However, a call can queue physically or logically dependent on the number… View
Skills Based Routing (SBR)
Skills based routing (SBR) is an ACD facility that allows calls to be delivered to agents based on skill levels. For instance, there may be a n… View
Workforce Management (WFM)
In today's highly competitive marketplace, organisations invest heavily in technology to support and enhance their call centres operational per… View