What is Intelligent Call Routing?
Use intelligent call routing (ICR), or skills-based routing, in your queues to match customers with the agents best suited to meet their needs. This feature is currently only available for Support Center (if purchased as of June 9, 2021 or later) and GoTo Contact Complete plans.
A call queue helps you handle incoming calls by placing them in a virtual line or waiting room to be answered by agents assigned to the queue, according to the configured ring strategies. In the meantime, callers hear ringing, hold music, or announcements until the next available agent can answer their call. The Intelligent Call Routing feature utilizes skill assignments to enhance the customer experience in a queue. Rather than matching up any agent with any caller solely based on the configured ring strategy, you can assign agents skills that coincide with the choices you give callers before entering a queue. When an agent that best matches the options a caller selected is available, the caller is sent to that agent. You can also think of it as being paired with an expert on the topics you're calling about rather than just the next available person.