Fixed Order Call Groups, Dynamic Call Groups, Skills or Lowest Cost Based Routing

Overview

For companies where Spoke's default Call Group behaviors do not offer enough flexibility, Spoke’s RedirectURL and Call Group Data Actions allow developers to fully control Call Groups to define how calls are offered to Spoke Users.  Using platforms such as Twilio Studio, Twilio Serverless or other applications, developers are able to implement your exacting call offer flow behaviors.

Example Use-Cases

Some companies like to route calls to specific users based on what users are best suited to handling the call.  Rather than have to create and manage multiple Call Groups in Spoke that have the appropriate users added in each group, you can simple create a single Call Group in Spoke (let's say the Call Group is called Customer Support), and you dynamically tell the Call Group which users to offer the call to.

Some example use-cases are:

  • Skills Based Routing: Customer calls the Spanish speaking support number, you tell Spoke to offer the call to your Spanish speaking Users/Agents.
  • Lowest Cost Routing: You have Agents in multiple countries. Based on the customer calling, the time of day, the line that is called or any combination of options you choose, ask Spoke to offer the call to Agents that have the lower per hour cost to you, before escalating to higher priced resources.
  • Specified User Offer Order: If you don't want to use Spoke's round-robin(longest idle fair allocation) or call everyone offer patterns, and rather you want to specify a strict call offer order (set who Spoke offers the call to first, who is second, who is third, etc.), you can pass Spoke a list of specific user emails in a specific order, and Spoke will strictly offer calls only to those users, and in that order.
  • Roster/Schedule Based Call Routing: A lot of companies use scheduled resources to staff customer support, sales, and other teams. As calls are about to be sent to Call Groups, you can dynamically alter who the call should be offered to based on your rostering/scheduling engine/database.
  • Complex Combination and Hierarchical Call Routing: The way Spoke has implemented Dynamic Call group routing means that you can build out any level of complex call offer routing that you wish. For instance say a call comes into your Premier Customer Support Line for EMEA:
    • Look up your skills database for Agents that have French, Spanish, and English skills
    • Look up those users on your scheduling/ordering database to see if they are rostered on
    • Look up your HR database for the per hour cost of each agent, and order by lowest cost
    • Send the group of Agents to Spoke, ordered by lowest cost

      The result: Spoke will offer the call to the most appropriately skilled yet lowest cost person that is rostered on, providing they are not already on a call.  If they do not answer or are on a call already, the call gets offered to the next skilled, available, lowest cost user, and so on.

 

Note: All call offers sent to Spoke respect Spoke's native user availability and presence, meaning that irrespective to the rules you pass, Spoke's user availability rules still apply and only available users will be offered the call.

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