The Admin & Supervisor Experience
Admins and supervisors get all the tools they need to configure, monitor, track, report on, and optimize both the agent and the customer experience, creating effective workflows for enhanced customer experiences, and contributing directly to your (bigger) bottom line.
Chat Priority Groups
Create tailored chat flows that ensure each chat is routed to the appropriate destination in the sequence of your choosing. Assign ranks to different queues to dictate the order in which chats will be received, and even choose specific agents to handle certain queues of your choice.
Comprehensive Security Settings
Effortlessly gain control over your call center’s operations with Route2Cloud’s simple but granular security settings. Our robust security settings apply to chats of all originations; whether web-based, SMS, or MMS, all chats can be combined into one group or multiple groups for simplified permission-handling. You can permit, deny, and limit access to any chat user via the admin platform, and you can even choose who can view, edit, report on, or supervise each chat group.
Take advantage of the diverse skills your agents bring to the table. Our configuration options allow you to route chats based on agent skill at any level. Spread different agent skills across various queues, or set a skill as a condition when creating a queue event. Create an ANI-based queue that routes calls with international area codes directly to agents who speak the corresponding language, or configure your chat flows to ensure VIP customers get the special treatment. Skills-based ranking guarantees important chats get routed to your top agents first, and your second and third-tier agents follow suit in the order you choose.