You can use the following advanced vector routing features to enhance the conditional routing capabilities of basic call vectoring, and to improve the operational efficiency of a call center.
Rolling Average Speed of Answer (ASA)
You can use Rolling ASA Routing to make routing decisions based on the current average time a skill or VDN takes to answer a call. This ensures that the vectors route calls to the skill or to the VDN with the shortest average time.
Expected Wait Time (EWT)
You can use EWT Routing to make routing decisions based on the wait time for a call or split, in queue. EWT can be passed to an Interactive Voice Response (IVR) or a Voice Response Unit (VRU) to notify the caller about the expected time in queue.
VDN Calls
You can use VDN Calls Routing to make routing decisions based on the number of incoming trunk calls currently active in a VDN. With the VDN calls conditional, you can use a vector to limit the number of simultaneous calls to a particular VDN. For example, if you enter into a contract with a service agency to handle 100 simultaneous calls for a client, you can route calls in excess of 100 to a busy step.
