Routing Based on Skill Level
The system of distributing calls to agents more suitable by competence, mainly used in call service centers. The necessity for this service arose due to the big amount of incoming calls and in order to cope with them better, all calls are sorted and directed to corresponding agents.
The common name shared by communication protocols, technologies and
methods ensuring the transfer of the voice signal via the Internet network or
by any other IP-networks. The signal is transferred by the communication
channel in the digital form and, as a rule, before transferring compresses in
order to remove abundance.
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