Get your callers to the right agent or method of service
they prefer more quickly
Skills-Based Routing
An agent can be assigned to receive calls from multiple skills/companies. gPlex contact center system allows categorization of agents based on skills or length of service. The system finds available high priority agents to pass the calls.
Caller Priority
While every customer is important, certain instances may require the need to prioritize specific incoming calls based on status, size, and urgency. gPlex allows call priorities to ensure your contact center’s most valued calls are always answered first.
Longest Idle Agent
Longest Idle Agent feature is designed to ensure that incoming calls are routed to the agent (among the set of appropriate type of agent for that caller) who has been idle for the longest time in the contact center operation.
Round Robin
The Round Robin feature ensures that the incoming calls to your call center are distributed to the agents on the basis of covering all agents on duty in a cyclic order.
Random
Random call distribution is the most basic form of ACD. This type of call distribution may only be applicable where sufficient agents are available on duty.
Round Robin
The Round Robin feature ensures that the incoming calls to your call center are distributed to the agents on the basis of covering all agents on duty in a cyclic order.
ACD allows VIP callers to be routed immediately to the most appropriate agent
gPlex® Automatic Call Distribution (ACD) is a technology that allows contact centers to distribute inbound calls, emails and chat messages to agents based on call arrival time, priority, customer needs, and agent skill set. Instead of simply sending inbound requests to an available agent, ACD system categorizes calls/messages and then automatically and intelligently routes the same to appropriate agent with relevant skillset to help the customer.
