1. What is IVR & ACD?
IVR (Interactive Voice Response) and ACD (Automatic Call Distribution) work in tandem to greet inbound callers, collect intent via DTMF keypad input, and intelligently route calls to the best available agent.
2. 5 Essential Queue Routing Strategies
- Ring All: Dials all idle agents concurrently; first to pick up connects.
- Round Robin: Cycles calls evenly across agents.
- Least Talk Time: Directs the call to the agent who has logged the lowest total talk time today.
- Longest Idle: Dispatches the call to the agent waiting longest since their last interaction.
- Skills-Based Routing: Routes VIP or technical queries to certified specialists.
3. Real-Time Supervisor Coaching
- Live Silent Monitoring (Spy): Listen to live customer interactions invisibly.
- Whisper Coaching: Speak directly into the agent's ear without the caller hearing.
- Barge-In: Join the conversation as a 3-way conference to resolve escalations.