IVR & call routingIVR & call routing
6 min read
What to tell a caller waiting in the queue
Call queue experience: the first message, honesty about time, the sequence of messages, when to offer a callback, and what never to say.
IVR, Call Flows & Routing
This section follows a call from the moment it reaches the line to the moment it reaches an operator or an AI agent: building the IVR menu, skills-based routing, choosing between round-robin and priority distribution, and what to tell a caller waiting in the queue.
A good call flow is short, clear and always has a way out. The product side is on the AI call center page, and connections to your systems are on integrations.
All posts
4 of 4 posts shown
IVR & call routingIVR & call routing
6 min read
Round-robin vs priority call distribution: which fits when
Round robin call routing vs priority: four methods, the hidden cost of priority, rule order, reporting needs and common mistakes.
IVR & call routingIVR & call routing
7 min read
Skills-based routing: sending calls by agent skill
Skills-based call routing: a skills matrix, four levels, primary and fallback groups, when a small team does not need it, and what to measure.
IVR & call routingIVR & call routing
7 min read
How to build an IVR menu: short, clear and with a way out
IVR menu best practices: number of options, "purpose before number", ordering, the exit to a person, a sample script and testing the menu.
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