Engage Voice | Intro to incoming calls for agents

Table of contents

About inbound routing for agent

Inbound routing refers to any incoming calls, or calls that come into your contact center. When there’s an incoming call, the system routes it to a queue and agent based on a set of routing rules and priorities configured in the admin interface. Agents tasked with taking inbound queues in the agent interface are assigned to one or more queues, which function as the virtual ‘lines’ where customers can wait for an agent to take their calls. 
 
In addition to assigning an agent to a queue, administrators must also provide agents inbound or blended calling permissions. Finally, an administrator can also create and assign skill profiles to agents and inbound queue customers can call in to speak with agents who have specific skills, such as agents who speak Spanish. See below for more info on skill profiles.
 
Once you’ve been given the correct permissions and assigned to an inbound queue, you can select the inbound queue(s) and skill profiles (if applicable) on which you’d like to receive incoming calls. Upon logging in with your username and password on the first login page, you’ll be taken to the second page where you can choose your queues and skill profiles (if any are assigned to you) via the Queues and Skills profiles settings respectively. 
 
Once signed in, you're ready to start taking calls. During an inbound call, you may also take notes, transfer calls, and use a disposition to mark the outcome of a call. Typically, inbound calls are accompanied by a script, which serves as a visual prompt for agents to use when interacting with customers. 
 
Now let’s take a closer look at how inbound calls get routed to an agent. 

Routing and agent priority

When a customer dials in, that call may be routed by the Interactive Voice Response (IVR) system. An IVR is an automated system that can answer calls and perform actions like playing recordings, receiving input, and routing calls. There are some companies that may choose to configure IVRs which help keep the inbound queue less crowded, allowing customers to receive help through an automated system. 
 
For example, if a customer calls in needing to speak with a Spanish speaking agent, that call will then go to a queue routed to a Spanish speaking agent. An IVR is helpful in this scenario by sending that caller to an agent with a skill profile specific to that customer’s need. 
 
Now let’s talk about how incoming calls are dispersed to agents. At the back end, your administrator configures queues to provide tailored waiting experiences for your customers. The incoming calls are then placed in a queue and distributed to agents based on the rules and priorities set by the administrator. The calls that come in may be routed to the next available agent or distributed to agents based on customer concerns and agent skills profiles. 
 
Now let’s discuss what an agent skill profile is. 

Agent skill profiles

Agent skill profiles are assigned to agents and are for skill-based routing — that is, as a way to direct callers to agents who are best suited to their needs. Let’s say, for example, that you can speak Spanish as well as English, you can be assigned a Spanish-speaking skill profile that you can select upon login. When a caller asks to speak to a Spanish-speaking agent, their call can be routed to you. 
 
As we discussed earlier, you can select your skill profiles via the Skill profiles setting on the login page. However, this can also be updated or changed while you’re logged in via the Update Session Information option found under your user profile in the top header bar.  Please note that you can only be logged in with one skill profile at a time. 
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