 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.

Automatic Call Distributor (ACD)

 Skill-based routing (SBR) is an intelligent call distribution system that directs incoming calls to the most qualified agent available based on a required skill set.  Skills can include language proficiency, product knowledge, or technical expertise, ensuring a better match between customer needs and agent capabilities.

Skill Based Routing

 Preferred Agent Routing, also known as Sticky Agent, is a functionality that aims to connect an inbound caller to the agent they last spoke with or an agent who is specifically assigned to them.  This feature is designed to improve customer satisfaction and first-call resolution by providing service continuity.

Preferred Agent / Sticky Agent Routing

 Least Recently Used (LRU) is a common routing strategy that directs the next incoming call to the agent who has been idle the longest (i. e.

LRU (Least Recently Used) Routing

 Ring to All, or Parallel Ringing, is a call distribution strategy where an incoming call is simultaneously offered to all available agents in a specific queue.  The first agent to accept the call is connected.

Ring to All / Parallel Ringing

 Round Robin Routing is a call distribution method that distributes incoming calls to agents in a sequential, cyclical order.  It is designed to ensure a fair and even distribution of workload among all available agents in a queue.

Round Robin Routing

Local IVR

Inbound Routing Strategies


CCaaS

Inbound Routing Strategies

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Omni Contact Center

Exotel Contact Center Documentation

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Campaign_Context_Dimension Table

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