Call routing based on Forecast

Topic Views - 1426

Call routing based on Forecast
I want to know the best ACD tool for call distribution to multiple BPO partners. The important feature that we are looking in the tool was, it should take the real-time Forecast accuracy into consideration while prioritizing the calls to partners.

For example:
If Overall volume (At intraday level) is greater than 90% and less than 100%, then partner A should not exceed 90%, but partner B can exceed 100% forecast.
Similarly if the volume is greater than 100%, then partner B should receive 110% and the rest of the volume should be given to Parner A.


Call Centre Helper

Generally this is adjusted manually
I have not seen any systems that do this automatically.

This tends to be done manually based on the performance over a prior period (hour/ day /week)/.

Want to add a comment?

Not found what you were looking for?

1. Try searching through our site.
2. Still not got an answer?

Why not ask the Call Centre Helper Community? Click here to ask your question