A basic functionality of the babelforce platform is to assign tasks.
Tasks can be anything:
- incoming calls
- outgoing calls
- outbound dialer calls
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 engaged as efficiently and effectively as possible and can focus on the tasks they are trained to perform.
There are many ways of routing tasks with babelforce with different complexity:
- adding agents to groups or tagging them
- combining groups and tags, making it possible to work with including and excluding logic
- assigning agents to Triggers, making it possible that certain agents are selected for certain call criteria besides number and IVR selection
- retrieving data about a caller from an external system and route based on the returned value
These are only some of the many possibilities to have tasks assigned to agents.