Contact Center On-Demand Platform and Technology Security and Compliance Services FAQs

FAQs

Specific ACD Questions

Does Echopass provide ACD capabilities?

Yes. Echopass uses the Genesys routing engine for the underlying contact center ACD. This provides state of the art multi-channel queuing and routing.

Does Echopass provided ACD include skills based routing?

Yes. Echopass provides Genesys skills based routing for all interaction types.
Interaction types include IVR, inbound calls, outbound calls, email, chat, and fax.
Managers can easily define routing strategies with point-and-click actions.
These actions automate routing from the universal queue to the most appropriate agent based on call parameters such as:

The type of inquiry
The value of the customer
The media channel

Does Echopass skill based routing place a limit on the number of skill sets that can be created?

While best practices suggest a manageable number of skills, there is no limit on skills with our solution. Each agent can be assigned a virtually unlimited number of skills.

Does Echopass skill based routing allow for round robin, first available agent, and highest skilled agent?

Yes. Echopass supports round robin routing using Genesys Customer Interaction Management platform. For more complex routing strategies and to ensure calls are delivered to the agents best equipped to address specific topics or customers Echopass also support skill based routing. Agents can be assigned a skill level and receive calls based on their proficiency. For intelligence and skills based routing, agents are classified based on their skills and the interactions requiring a particular skill are routed to the available agent having the highest targeted skill level.

Does Echopass skill based routing allow agents to be assigned to more than one skills group?

Yes. Echopass uses Genesys Customer Interaction Management platform that allows users to be assigned as a member of more than one skills group. If a business uses customer segmentation, this will allow their contact center to manage resources effectively by aligning customer segment interactions with each agent’s unique skill sets. Interactions can be prioritized in queue and sent to an agent with matching skill levels in multiple skills groups.

Does Echopass skill based routing allow agents to be assigned a skill level code indicating their strength/capability in that skill?

Yes. Echopass uses Genesys Customer Interaction Management platform that allows users to be assigned a skill level code based on their proficiency level in that skill. This provides weighted skills-based routing capabilities that consider each agent’s skill level when the system makes a routing decision.

Does Echopass skill based routing allow the agents to be active in any or all skill groups to which they are assigned?

An agent can be an active member of multiple groups for aggregation purposes. Only skills are used for routing calls.
Using skills, back up agent selection scenarios can be created if the first group of targeted agents is not available within a configurable number of seconds.

Does Echopass skill based routing allow skill groups to be created for specific interaction types such as phone, email, chat instant messaging or fax?

Echopass offers Genesys skills based routing for all types of interactions including IVR interception, inbound calls, outbound calls, email, chat, instant messaging and fax. Agents can be assigned different skill levels for each media type and any other definable segmentation of interactions within a media type, for example and may have a low skill level in voice calls and a high skill level in chat and could also have a high skill level in a particular language skill or customer segment.