Distribution Engine

Distribution Engine is a cloud-based solution that helps distribute work to team members. Designed for users in marketing, sales, customer service, operations, or any function, it helps customer service managers match Cases to the right agent for the inquiry or ticket, reducing response times and time-to-action and improving resolution rates and speed. Distribution Engine allows users to classify and convert incoming records, automatically distribute them based on the logic and rules they choose, and track and report on the actions and performance of their teams. Users can classify incoming records by territory, matched leads to accounts, custom logic and rules, auto-convert leads to contacts, accounts, and opportunities, and de-duplicate leads. It offers distribution based on fairness (round-robin, load balancing), workload, skill or experience matching, availability, seniority, performance, territory, pull, trigger, or manual assignment. Users can control the rate and volume of assignments with weighting & capping. Monitor, take action and report, track actions, performance monitoring, and routing, full logging allows flexible & detailed reporting, built-in analytics plus native logs allow bespoke reporting and dashboards.