Intelligent Call Routing
Skills-Based Routing
Round Robin
Time-Based Rules
AI Assignment
Skills-based routing
Match callers with agents who have the right expertise. Language, product knowledge, or deal size—route by any criteria.
Custom skill tags for agents
Multi-level skill matching
Fallback routing rules
Priority queue management
Business hours configuration
Holiday schedule management
After-hours overflow routing
Timezone-aware rules
Time and schedule-based routing
Route calls differently based on business hours, holidays, or team availability. Never send callers to voicemail unnecessarily.
IVR and menu-based routing
Build interactive voice menus that guide callers to the right department or agent before they even speak to someone.
Multi-level IVR menus
Speech recognition input
Department-based routing
Self-service options
Live queue dashboards
Agent status monitoring
Dynamic overflow rules
Wait time announcements
Real-time queue management
Monitor live call queues, see agent availability, and adjust routing rules on the fly to handle volume spikes.
Related Capabilities
IVR System
Build voice menus that guide callers.
AI Voice Agent
Let AI handle calls that can't reach a human.
Team Management
Organize teams and set availability.
