Skills-based routing ensures that each call is answered by the most appropriate call center agent. Easily create rules for call assignment and let our skills-based routing take care of the rest. Increase customer satisfaction and first call resolution with this intuitive feature.

 

Flexible Call Assignment

With Talkdesk, you can assign calls to a specific agent, department or team based on your own predefined rules or automatically with our skills-based routing algorithm. This makes it simple to ensure that the caller is routed to the agent who is most qualified to meet their needs.

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. This is a great feature for small teams to ensure that calls are answered as quickly as possible.

Assign Skills to Agents

Create teams based on groups of agents with specialized knowledge or skills so that callers are consistently routed the agents who can effectively address their needs. This feature can be configured with just a few clicks and can make a huge difference in first call resolution.

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:

• Availability

Available agents are selected before offline agents.

• Flexibility

An agent with many skills will be considered more flexible than an agent with fewer skills. When both are free, the less flexible agent will be assigned the call so that the more flexible agent is free to take other calls.

• Specialization

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

• Idle state

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