Skill-based routing was introduced to 3CX in the v16 update for enterprise users, after being requested across the world. It is widely known as a popular queue strategy among call centres, and enables customers to get to the agent best suited for their call.
Configuration is simple, assign your agents a skill level of 1-5 based on your call center management objectives then define conditions and timings of how calls will flow throughout the agent groups.
Realise amazing control and potential in large and often complex environments and ensure you are giving your top performers the opportunities to demonstrate their unique skills in your business.Wwhether your objective is making sales, or achieving consistent first call resolutions with your important clients – easily define where these, and the ‘BAU’ work should be routed.
For more information on what can be done with 3CX, we have a number of resources to help you get started.
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