In this session, we will look at skills-based routing, rules-based routing, and preferred agent routing within UNIVERGE BLUE ENGAGE. Presented by CCaaS Product Experts.
o Interaction Channels
o Methods customers are allowed to communicate with your business
· Routing Schema
o Start with the End in Mind
o This is Not a Hunt Group
· How to Validate and Modify Your Customers Journey
· Intelligent Routing of Omni-Channel Interactions
· Data Queries and Conditional Routing Considerations
· Staff Allocation (SBR)
· Agent Handling (Empower the Agent User Experience)
· Reporting & Trend Analysis
· Self-Service / BOTS Considerations
· Test and Validate – Leverage Surveys
· Modify, Rinse and Repeat to Accommodate Change(s)