Exelysis, through group based routing, allows the intelligent distribution of calls and the optimal utilization of agent resources.
Every call is handled differently
With Exelysis Contact Center, each call can be multiply tagged based on its characteristics, allowing for fine grained handling.
Agent Groups to distribute calls
An agent group acts like the bonding agent between calls and handling agents. Groups can abstract skills, departments and campaigns, providing great flexibility when modelling the call routing scenarios. Groups can be bundled in sets, allowing more complex scenarios to be implemented.
Queueing of calls is performed dynamically, based on the call’s characteristics. Priorities allow for delicate tuning of call handling order, and advanced features like priority levels allow assigning important calls to agents concurrently with their streamlined workload.