Inbound features
Inbound Routing Strategies /Automatic Call Distributor
The Automatic Call Distributor (ACD) is an intelligent mechanism designed to streamline high-volume inbound processes. Its primary function is to route incoming calls to the most suitable agent who can address the caller’s specific needs appropriately.
Queue Management
Queue Management is a core feature that allows administrators and supervisors to create, configure, and oversee groups of agents called Queues within a campaign. The primary purpose of a queue is to serve as a staging and routing mechanism , ensuring incoming communications (calls, chats, or tickets) are distributed efficiently to the most appropriate and available agents.
Blacklisting
Blacklisting is a feature that allows administrators and supervisors to restrict incoming calls from specific customers. The primary purpose of this functionality is to manage customers who misuse or abuse organizational users, or those who call repeatedly , which can hinder the working efficiency of users .