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General Information & Benefits

Neocase Training Team

Created on March 28, 2024

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Transcript

How IAR works

Intelligent Auto Routing (IAR) enables an incoming request or triggered process to be transferred intelligently to the most appropriate agent, taking into account configurable filters and/or prioritization criteria.

Benefits

It guarantees automatic distribution to the agent best able to manage quickly and efficiently the case, taking into account the level of expertise and availability of each agent. It also optimizes the skills of your teams, taking into account the versatility of your agents.

The IAR optimizes and accelerates the automatic management of cases, while preserving agents' well-being at work by minimizing the risk of overload or boredom with overly repetitive tasks.

Prioritization criteria

The function then prioritizes agents according to the following criteria:

  • variety of cases
  • agent's versatility
  • agent's workload in minutes

Filters

The following filters can be applied to HR agents:

  • agent's availability
  • agent's event calendar
  • agent's skills
  • agent's workload