To avoid making your callers wait indefinitely for someone to pick up the phone ⏱, you can route them directly to the next step in your IVR depending on the status of your agents (not connected, on pause, out of hours, already on a call). 👌 This will help lower queue times thanks to personalized call queues and improve your brand's image. ✅
Step 1: Access scenario modification
💻 Go to https://dashboard.ringover.com/ivrs.
Click on the IVR to which you wish to apply routing rules, then select the scenario you wish to modify 🖊️:
Step 2: Set routing rules according to agent status
Click on "open expert mode"🔥 to open your IVR's advanced settings, then determine in which cases callers will be routed to the next step:
1 - Not connected
Sends the call to the next step if all agents are offline.
2 - Taking a break
Sends the call to the next step if all agents are in snooze mode.
3 - Outside working hours
Sends the call to the next step if outside agent hours.
4 - Already on a call
Sends the call to the next step if all agents are already on the phone.
Expert mode also allows you to repeat the loop as many times as you wish ✌.
💡 Here, calls will be sent to the next step if all agents are either offline or on pause. If a call comes in outside your agents' hours or if all agents are already on a call, the caller will have to wait in the loop for 2 minutes if no one picks up before. Since the loop is configured to repeat once, callers will have to wait for a maximum of 4 minutes.
See our article 📰 6 key tips to put your calls on hold