Articles on: Call Flow Features

How to Enable Weighted Call Routing

Why You Should Use Weighted Routing

Weighted ringing offers several advantages for businesses looking to optimize their call routing and improve overall efficiency:

✨ Skill-based Routing: You can assign weights based on agent skills and expertise. Agents with a higher weight in a specific area are more likely to receive calls related to that topic, leading to faster resolution times and improved customer satisfaction.

✨ Workload Balancing: Weighted ringing helps distribute calls more evenly among agents. Agents with a lighter workload can be assigned a higher weight, ensuring calls are answered promptly. This prevents situations where some agents are overloaded while others are idle.

✨ Agent Specialization: By assigning higher weights to agents specializing in certain areas, you can encourage them to develop their expertise further. This can lead to a team of highly skilled agents who can effectively handle complex inquiries.

How to Enable Weighted Ringing

Step 1. Go to Tracking > Call Flows

Step 2. Click on the “+Add” button on the upper right corner.

Step 3. Click on the + button under the “New call” section and then select the “Weighted” option from the right side menu.

Step 4. Click on “Select Destinations” and add as many numbers as you want/need.

Step 5. Distribute the calls by adjusting the percentages.

Step 6. When you are done setting up your Call Flow, go back to Tracking > Numbers and assign the new call flow to your tracking numbers.

That’s a wrap! Now your calls will be distributed according to your preferences.

Updated on: 08/07/2024

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