Module for configuration your rules of communcation

Skill groups

Skill group’s main goal is, as the name suggests, to group agents with the same skills or handle the same type of calls in one system object. The skill group object contains many parameters that determines how the conversations are routed and to which agent. The main parameter is “Case type”, the Admin user can […]

Read more
Routing: overview

LiveBank application has its own, built-in routing system. The routing mechanism is simply responsible for managing contacts from clients: contacts prioritization depending on contact type or topic/case type assigning to the appropriate agent according to the rules that best suit business needs queueing, if the proper agent is not accessible or service is out of working […]

Read more