Skills-Based Routing

Concourse enables messages to be routed based on user attributes. For example, if an agent needs information in order to answer a caller’s billing-related question, she can route the message to the Billing group, where it is distributed to the next available subject-matter expert. If no expert is available, the user can re-direct their question to another resource. Specialty groups are customer-configurable, as are most Concourse features.