Definition
A system that routes incoming calls to available agents based on rules such as skill, least busy or round robin.
Example
Calls from VIP customers go first to the most senior support agents.
Read the full guideCloud Call Center: What Is It, and How Do You Choose the Right Solution for Your Business?
Related Calls terms
نسبة المكالمات المتروكةAbandoned Call RateThe percentage of callers who hang up before an agent answers, usually because of long wait times.تسجيل المكالماتCall RecordingSaving calls as audio for training, quality and dispute resolution, while informing customers about the recording as local regulations require.النقر للاتصالClick-to-CallCalling a customer with one click on their number inside the CRM or their profile, without dialing manually, with the call logged to their record.مركز الاتصال السحابيCloud Call CenterA call center that runs over the internet with no PBX or hardware in the office. Agents take calls from a browser or app, from anywhere.الرد الآلي الصوتي IVRIVR (Interactive Voice Response)A system that answers callers with a voice menu and routes them to the right department by keypad or speech.المكالمات الفائتةMissed CallsIncoming calls that went unanswered. They are reduced with better call routing, an auto-attendant and an instant follow-up message to the customer.