I haven't got a lot of experience, so don't take my word as gospel, but I have a new phone system arriving imminently and am in the process of drawing up some new routing plans myself, and have come to the conclusion that your flow plan won't be able to do everything.
It's easy to look at the list of features and functions available and say yes to 95% of them (after all if they weren't good things to have vendors wouldn't sell them).
You should decide what do you want the flow plans main objective to be?
Reduce contacts through self serve?
Optimise customer experience?
Optimise profitability?
Although they are in some cases not exclusive, in others they are.
A good example would be, I have some sales calls, and some of my agents are exceptional at adding value, but they talk till the cows come home. Do I choose to send all calls to them, and focus on profit, or do I recognise that I could handle more calls, and provide a quicker answer time if I give them the straight forward calls where they won't chat?
I'm building 3 separate plans that focus on each of those three mentioned points, with a trigger to switch between them depending on resource demand.
It's easy enough to do a mish mash between everything, but if you are trying to maximise profit by putting new customers/business to the front of the queue, but then trying to give a great service loyal customers preference, and always sending them to the original agent who dealt with them, but at the same time making them go through 4 levels of IVR, the experience won't really match up, as the different objectives conflict.
This is probably obvious stuff, but I thought I would mention it just in case.
