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Case allocation

Automatically route cases based on agents’ skills and knowledge, for increased speed and accuracy of resolution.

Workbooks gives you MORE.

More visibility.
More accuracy.
More efficiency.

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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

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Leader Autumn 2021 Leader Autumn 2021

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