What this is for
Not every call suits every agent. Automatic Contact Distribution routes incoming contacts by skill and language — not by the next free line.
Whoever is free first is not always the right person. When an accounting question lands in support, it gets transferred: the customer explains it a second time, and the wait starts over.
The call goes to whoever can resolve it — not to whoever just hung up.
A French customer calls. The available agent speaks no French and passes the call on.
The call goes straight to the colleague who speaks French and knows sales.
What the module does
Skills-based
Routing by skill, language and priority.
Presence
Anyone on a call or away receives nothing.
Overflow
When the group is busy, the fallback rule takes over.
All channels
Chat and email are distributed by the same rules as calls.
Where it sits in the flow
- ArrivalCall, chat, email, fax
- RecogniseRead request and data
- DecideSettle or hand over
- HandleAn agent takes over
- ReviewTrace and plan
Technical details
- Distribution
- By skill, language and priority
- Channels
- Phone, chat, email, fax
- Deployment
- On premises or data centre
- Configuration
- Graphical process designer
Im Video erklärt
How myContactCenter distributes calls by skill and language instead of availability alone.
