Automatic call distribution (ACD) decides which agent gets the next call in a queue. Each Edesy queue uses round robin, longest idle or skill-based routing. Skill-based routing picks the longest-idle agent with the required skill and level. Callers hear a hold message while they wait, and each agent rings for 20 seconds before the next is tried.
No hardware
Browser-based agents
Seats from Rs 1,500/agent/month
Choose how each queue picks the next agent: round robin, longest idle, or skill-based routing with a minimum skill level.
Round robin
Calls rotate through the queue's agents in turn, which keeps volume even across a shift.
Longest idle
The agent who has waited longest since their last call gets the next one, so nobody sits unused while others are stacked up.
Skill-based
Calls go to the longest-idle agent who has the skill the queue needs, such as a language or product line, at or above a minimum level. If nobody matches, any available queue member is used.
Ring-no-answer moves on
Each agent rings for 20 seconds. If they do not pick up, the call moves to the next agent instead of waiting on an empty desk.
End to end, in the order it actually happens.
Create skills and tag each agent with the ones they have.
Create a queue, add its member agents and pick a routing strategy.
Point a number or an IVR menu option at the queue.
When a call arrives, the strategy picks a free agent; if none is free the caller hears a hold message.
If the agent does not answer within 20 seconds, the call is offered to the next agent.
Worth knowing before you build a process around it.
Language-based routing
Product or department queues
Even distribution across a shift
VIP or priority lines
Call Queues & Distribution
Hold callers in a managed queue and distribute them to the right available agent instead of dropping them to voicemail.
Learn moreAgent Desktop (Browser Softphone)
A browser softphone for contact centre agents: answer or reject, mute, keypad, blind and warm transfer, status, dispositions, call history and contacts.
Learn moreCall Analytics & Records
A real-time supervisor dashboard, agent and queue performance reports with service level, call detail records for every leg, and exportable campaign results.
Learn moreAutomatic call distribution (ACD) decides which agent gets the next call in a queue. Each Edesy queue uses round robin, longest idle or skill-based routing. Skill-based routing picks the longest-idle agent with the required skill and level. Callers hear a hold message while they wait, and each agent rings for 20 seconds before the next is tried.
1. Create skills and tag each agent with the ones they have. 2. Create a queue, add its member agents and pick a routing strategy. 3. Point a number or an IVR menu option at the queue. 4. When a call arrives, the strategy picks a free agent; if none is free the caller hears a hold message. 5. If the agent does not answer within 20 seconds, the call is offered to the next agent.
Each queue uses one strategy at a time. If two groups need different rules, give them separate queues. A least-occupied option can be selected, but it currently picks agents the same way as longest idle. There is no queue callback, overflow, maximum wait or position announcement today. Skill-based routing is only as good as the skill tags. Keep them current as agents train or move teams. Skill-based routing is part of the Professional and Enterprise plans.
BPO, E-commerce, Financial Services, Healthcare. Typical uses are language-based routing, product or department queues, even distribution across a shift, vip or priority lines.
A cloud contact center is call center software that runs in the cloud instead of on office hardware. Agents take and make calls from a browser, calls are distributed through queues (ACD), and supervisors watch live status and recordings online. Edesy's contact center is voice-focused and priced per agent per month.
CCaaS (contact center as a service) needs no PBX, desk phones or servers. You pay per agent seat each month plus call minutes, add or remove agents as needed, and agents can work from anywhere with a browser and a headset.
Seats are provisioned with Edesy. Seats from Rs 1,500 per agent per month, calls at Rs 0.50/min, prices excluding GST.