A basic functionality of the babelforce platform is to assign tasks.
Tasks can be anything:
- incoming calls
- outgoing calls
- outbound dialer calls
- sms
- tickets
- actions
The most classic use case you find below: Open telephone tasks are assigned to either available or skilled agents. This scenario matches any inbound as well as outbound case. This way you can be sure that your team is fully utilized and can focus on the tasks they are trained to perform.
There are many ways of routing tasks with babelforce, some more and some less complex.
- You can add agents to groups or tag them
- You can combine groups and tags, making it possible to work with including and excluding logic
- Agents can be assign to triggers, making it possible that certain call criteria, besides number and IVR selection, decide on the selection
- Retreat data about a caller from an external system and route based on the returned value
We could continue this list for a long time. But as you can already see, there are many possibilities to have tasks assigned to agents.
