Flexible Call Assignment Rules

Assign the call to a specific agent, department or team based on predefined rules or automatically with our skills-based routing algorithm.

Ring All Agents

If designated within the preferences, Talkdesk can ring all agents simultaneously when a customer calls. Once the call is answered, the other agents will be notified.

Assign Skills to Agents

Create teams based on agent specialized knowledge or skills so the caller is assigned to the agent who can effectively address their needs.

Selection of Agents

When assigning a call to a specific agent, our skills-based routing algorithm determines which agent to ring based on the following rules:

Availabilty

Available agents are selected before offline agents.

Specialization

An agent with specific skills that match the caller’s needs will be selected before agents with skills that don’t match.

Flexibility

An agent with many skills will be considered more flexible than an agent with fewer skills. The less flexible agent will be assigned the call allowing the more flexible agent to be free for other calls.

Idleness

An agent who is idle for longer will be selected before an agent who has just become available.