NewVoiceMedia can route interactions using three main methods:
- Traditional routing
Traditionally calls are routed to the longest waiting agent.
- Skills based routing
With skills based routing, the call center routes all types of interactions, including calls, to the agents who are best equipped to handle the interactions. For information about skills based routing, see Skills based routing. - Agreement based routing
With agreement based routing, the call center routes all types of interactions, including calls, according to the service level agreement configured for the type of call. For information about agreement based routing, see Agreement based routing.