The following are the routing types in a Voice Campaign.
Skill-based Routing
Queue-based Routing
Priority-based Routing
A skill-based routing in a voice campaign is based upon the skills of the agent assigned in that queue. It means that the calls will be first offered to the agents who have more skills as compared to others.
Suppose a scenario in which there are two types of agents: some agents are experts in the Spanish language, whereas others are experts in the English language. Based upon their skill levels (ranges from 1-10), the administrator has provided the skill level to both types of agents. Now, a customer initiated a voice call and selected English as its preferred language for the conversation. The call for that customer will be handed over to the agent who has a higher skill level in the English language. The agents with a low skill level in English will get the call only if the agents of higher skill levels are busy.
Similarly, if a customer initiated a voice call with preferred language Spanish, then the agent with high Spanish skill will get the call first.
There can be one more case in addition to the above scenario. Suppose one agent is assigned with both skills; that is, English and Spanish, but the skill level of Spanish is higher than English. In that case, the agent will get the Spanish calls first until either all Spanish calls have been answered (that is, there is no pending Spanish call left), or the SLA for the English calls does not breach.
Click here to know the steps to configure the Skill-based Call Routing.
A Queue-based routing in a voice campaign is based upon the priority given to the queues. It means whenever a call arrives; the system offers it to that queue, which has more priority over others.
Suppose a scenario in which there are two queues: the first queue contains agents with more knowledge or experience, and the second queue has agents with less knowledge or experience. In this case, the priority for the first queue is more than the priority of the second queue. It means that whenever a call arrives in the system, the system tries to connect it with the agents assigned in the first queue. Only if the agents of the first queue are busy or not available, then the calls will be given to the agents available in the second queue.
A Priority-based routing in a voice call campaign is based upon the priority given to the calls initiated by the customers. It means that the calls which are more important for the business gets priority and answered first than to the calls with less priority.
Suppose a use case where the organization gets two types of calls: the first type of calls are sales driven that originates revenue to the company, and the second type of calls are of support. The priority for the sales calls is more than the priority of the support calls. Suppose a customer initiated a voice call of sales type, and at the same time, another call for support is also initiated by another customer. In this case, the sales call will be given priority over the support call. It means that the agent gets the sales call first, and after that, the support call will be offered to the agent.
Suppose a scenario where the business has two languages to serve the customers; for example, English and Hindi languages. All agents are either knowing both languages already or supposed to deal in both languages. In this case, there are three different business calls, which are sales, renewal, and care calls. The priority of these calls is that Sales calls have Priority 1, renewal has Priority 2, and care has Priority 3. For this scenario, the following solution can be possible.
Solution: Assign the skill levels of English and Hindi to all agents. Create queues for all the business calls as per the languages.
sales_for_english
sales_for_hindi
renewal_for_english
renewal_for_hindi
care_for_english
care_for_hindi
Assign the priority of the business calls in the selected nodeflow; that is, sales calls have Priority 1, renewal calls have Priority 2, and care calls have Priority 3.
Either all agents can be assigned in all of these queues, or the agents can be distributed in these queues as per requirement. Now, when a customer calls, then based upon the business type, the call will be distributed between the different queues and agents. The call with a high priority will be given more preference over the calls with less priority.
As per this solution, the calls with less priority have to wait for more than expected, and chances of call drop can be raised. To prevent this problem, we have to concentrate more on low priority calls also. Now, assign the SLA to all three types of calls, so that less priority call will be answered before its SLA is going to breach. For this, create a new queue named "OverFlow_Queue". Now, whenever a call of the low priority level is going to breach the SLA, it will be sent to the newly created "OverFlow_Queue", and thus all calls will be answered in this way.