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AQD 2018-07-17T14:33:08+00:00

Automatic Queue Distribution

 

Efficiently route interactions with our Multi-channel AQD

The AQD functionality is a key component of the Aheeva platform. Using multiple criteria, it constantly monitors agent status and quickly connects callers (and website chats) to the most qualified person. The end result is efficient call or chat resolutions, which leads to a better user experience and happier customers.

BENEFITS

FEATURES

  • Optimized routing (caller to agent)

  • Increase efficiency

  • Faster response times to calls

  • Increased agent productivity

  • Streamlined business processes

  • Improved customer satisfaction

  • Flexible queuing system that allows multiple criteria to be defined.

  • Skill-based routing sends calls to the most qualified agents

  • Agents can receive calls from multiple queues.

  • Configurable hold music and periodic announcements.

  • Virtual Hold automatically calls back customers when they are next in line.

  • Forced & non-forced call delivery.

  • Configurable call data delivery to agent.

  • Queue exit based on DTMF allows callers to be called back at a later time.

  • Ability to prioritize calls based on queue.