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Intelligent Call Routing

Send every inbound call to the right person, every time. Use skills-based routing, round-robin or AI assignment to cut wait times.

  • Skills-Based Routing
  • Round Robin
  • Time-Based Rules
  • AI Assignment
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Example, for illustration

Skills-based routing

Match callers with agents who have the right expertise. Route by language, product knowledge, deal size or any other criteria.

Custom skill tags for agents
Multi-level skill matching
Fallback routing rules
Priority queue management
Skills match Incoming call
Caller needs1 Spanish2 Solar3 $10k+ deal

Lucia R.

  • Spanish
  • Solar
  • $10k+ deal

Routed

Andre W.

  • Spanish
  • Solar
  • $10k+ deal

2/3 match

Sofia K.

  • Spanish
  • Solar
  • $10k+ deal

1/3 match

Fallback: no answer in 20s, next Spanish speaker

Priority 1 VIP callers skip the line

Example, for illustration

Time and schedule-based routing

Route calls differently by business hours, holidays or team availability. Callers only reach voicemail when they truly need to.

Business hours configuration
Holiday schedule management
After-hours overflow routing
Timezone-aware rules
Routing schedule Central time
Mon
Tue
Wed
ThuHoliday
Fri
Sat
SunClosed
6 AMNoon6 PM10 PM
Tue 7:40 PM · After-hours overflowAI agent answers and books
Example, for illustration

IVR and menu-based routing

Build voice menus that guide callers to the right department or agent before they speak to anyone.

Multi-level IVR menus
Speech recognition input
Department-based routing
Self-service options
Phone menu · Main line Caller in menu

Main menu

  • 1Sales
  • 2Support
  • 3Billing
  • 0Operator

Support

  • 1Repairs
  • 2Order status
123456789*0#

Said “support”

Pressed 2

Order #1042 ships ThursdayResolved without an agent
Example, for illustration

Real-time queue management

Watch live call queues and agent availability. Adjust routing rules on the fly to handle volume spikes.

Live queue dashboards
Agent status monitoring
Dynamic overflow rules
Wait time announcements
Live queue · SupportLongest 0:42

Waiting · 4

0:42 0:31 0:18 0:04
LuciaOn call
AndreAvailable
DevonOn call
PriyaOn call
4+ waiting: overflow to SalesActive

“You're next. About one minute.”

Example, for illustration

Connect callers to the right agent instantly

Set up intelligent call routing in minutes and cut caller wait times.

We'll build it. You try it. Pay nothing unless it works.

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