Case allocation

Make sure you can answer customer queries quickly and effectively with Workbooks:

• Automatically allocate cases to the agent best qualified to resolve them by building a comprehensive picture of agent knowledge and skills over time
• Support the way you want to work with highly configurable automatic allocation rules and criteria
• Make rapid, accurate resolution more likely with up-to-the-minute information of who is available
• Make your team more efficient by cutting down the number of calls being passed around
• Increase customer and agent satisfaction by enabling agents to build deep, specialist knowledge and become highly valued experts