Smart Routing is a system that automatically directs calls or data to the best available path or resource based on criteria like traffic, location, or service quality, improving efficiency and response times.
The process of organizing, storing, and sharing company knowledge and resources to ensure agents have the information needed to assist customers efficiently and accurately.
KPI (Key Performance Indicator) is a measurable value that indicates how effectively a business or individual is achieving key objectives, often used to track performance and guide decision-making.
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