Rather than a traditional automatic call distributor, the Nixxis Interaction Engine serves as a flexible automatic interaction distributor for phone calls, e-mails, sms and fax.
Agents are team members.
Teams can be allocated to distribution queues allowing interactions to be routed to an agent of the right team:
team based routing.
Assigning skills to agents allows handling interactions in a more sophisticated way: skill based routing. In a team, agents can handle multiple skills across the interaction channels. The Nixxis Interaction Engine will perform the routing to the agent with the appropriate skills.
The Nixxis Interaction Engine can go further than this skill based routing.
The Nixxis Interaction Engine can investigate the potential value of the call, and match this with the cost of the appropriately skilled agents. The call will be routed to the agent with the lowest cost, wherever his site may be.
This is called profit based routing.
This potential value is not static but can evolve depending on the elapsed time or on information captured through the IVR.
Even though the routing mechanisms are sophisticated and totally appropriate, they remain easily manageable.
