Consistent routing and service rules to apply
across different Omnichannel interactions
Universal Queuing provides a set of consistent routing and service rules to apply across different Omnichannel interactions. Universal Queuing looks across available resources and bring those agent or automated resources to the issue. By managing against the skills, proficiencies and availability within an agent group, business rules can quickly be changed to react to customer needs.
Unified Agent Desktop, Unified Queuing, Unified Dashboard and Reporting and Unified Workforce Management while different concepts, work together synergistically to deliver great Omnichannel Customer Experience.