Articles on: Call Flow Features

How to Route Calls to Multiple Destinations

Enabling Multiple Call Routing

Multiple call routing offers a bunch of advantages for businesses, both in terms of customer satisfaction and agent efficiency. With multiple call routing you get:

✨ Improved customer experience: By routing calls to the most appropriate agent (based on skills, language, or department), customers get connected with someone who can address their issue quickly and efficiently. This reduces frustration and increases customer satisfaction.

✨ Reduced wait times: With multiple call routing strategies, callers don't have to wait in a long queue to speak to an agent. The system can automatically distribute calls to available agents, minimizing hold times.

✨ Increased agent productivity: When agents receive calls that match their expertise, they can resolve issues faster and handle more calls overall. This leads to higher productivity and better performance.

Setting Up Multiple Call Routing

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 “Multiple” option from the right side menu.

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

Step 5. When you are done setting up your Call Flow, go back to Tracking > Numbers and assign the new call flow to your tracking numbers.

And you are done! Now, every call coming through those tracking numbers will follow the Multiple routing pattern.

Updated on: 08/07/2024

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