Hello Everyone,

I would appreciate some advice and insights on a few crucial areas as I set up Omnileads to optimize our call center operations. With roughly 20 agents on staff, we handle a sizable amount of incoming and outgoing calls each day. Our goal is to increase customer satisfaction and agent performance by utilizing Omnileads for effective call routing. I'm hoping some of you who have worked with more complex configurations before can offer some advice!

My primary questions are as follows:

Agent Skill Level-Based Call Routing: I am aware that Omnileads offers call routing configuration options. How can I configure it to automatically assign calls to agents according to their specialization or skill level? Newer agents should take on simpler cases, while more seasoned agents should handle more complex inquiries. Is there a simple method to accomplish this?

Agent Performance Monitoring and Reporting: We wish to use KPIs to monitor agent performance within Omnileads. Would you suggest any plugins or customizable reporting tools for tracking metrics like call resolution rates, average handling times, and customer satisfaction ratings?

Automation and Management of Outbound Campaigns: I want to know if anyone has discovered any efficient ways to use Omnileads to schedule or automate calls according to customer preferences and particular time zones for our outbound campaigns. Features that prevent call overlaps or follow-up call fatigue particularly pique my interest.

Any advice, best practices, or resources you could provide would be greatly appreciated. I'd also like to know about any Omnileads plugins or integrations that might be useful for any of these tasks.

Thanks in advance for your help and support.

Regards
dijede gen ai