Health and care
Front desk, billing to payers and follow-up recalls are not handled at the same desk. A billing question goes to billing, a booking request to the front desk, each with its own deadline.
Advanced team routing
Each request goes to the team able to take it, a response deadline is tracked for it on your calendar, and a request nobody picks up is reassigned or flagged under your rule.
7 days, 20 answered calls, no card
The task it takes over
In a business with one team, the question of who calls back gets settled at the counter. As soon as there are two teams — service and sales, maintenance and leasing, a clinic front desk and its billing —, a request can sit in the wrong queue while the right one does not know it exists.
This add-on sends each request to an eligible team, by the skill and capacity you described: specialised queues, your distribution rules, and an overflow rule for when the intended team is full. For each file it keeps a response and resolution target you configure, on your own calendar and time zone, in business hours.
When a deadline draws near, the request is reassigned or someone is notified, once, under the rule you wrote. A board shows the delays and the load of each team, so an imbalance shows before it costs a customer.
Step by step
- Describe
The teams and their queues
You name the teams, what each one can take and its capacity. A specialised queue receives one precise kind of request: an emergency, a billing question, a leasing enquiry.
- Route
The right team, not the first one free
Each request is assigned to an eligible team by skill and capacity. The overflow rule says where a request goes when the intended team is full.
- Measure
A deadline that follows your calendar
Response and resolution targets are yours. The clock is calculated and paused in business hours, on your calendar and time zone.
- Reassign
Reassign or notify, once
When a deadline draws near, the request is reassigned or someone is notified, once, under the configured rule. Every reassignment leaves a trace in the log.
An add-on, on top of what your base does
Your base already assigns requests, callbacks and exceptions to a person, and it transfers a call or creates an assigned callback. This add-on adds cross-team routing and deadline clocks: specialised queues, distribution and overflow rules, response and resolution targets, alerts, reassignment, and a board of delays and load.
It does not resell the routing that belongs to a trade — field work, building maintenance, rounds, fleets, brokerage —, which keeps its own assignment. It is no availability commitment from Zenvox, and it supplies no outside staff and no supervisor: the teams and their targets are yours.
What this changes for your business
Real estate
Occupant service, maintenance and leasing are three teams inside one management company. A maintenance request does not wait in the applications queue.
Legal and accounting
At peak season, a question about a file should not wait behind ten booking requests. A specialised queue and its own deadline bring it up.
Several locations
One team per branch, and an overflow rule when one is full: the request moves to the other instead of going unanswered.
What it receives
- The request, with its reason and its urgency
- Your teams, their skills and their capacity
- Your distribution and overflow rules
- Your calendar, your time zone and your response targets
What it produces
- A request assigned to an eligible team
- A response and resolution deadline tracked for each file
- A reassignment or an alert when the deadline draws near
- A board of delays and load per team
You decide the teams, the rules and the targets. A reassignment follows the rule you wrote; a request no rule covers comes back to you instead of being decided in your place.
What is metered, and what is not
The add-on meters teams and rules, not requests.
- Teams with advanced routing, active in your organisation
- Active routing rules
- The users on your account are counted as before: the add-on creates no seat
- Calls stay metered on your base
Deadlines are targets you set for your teams, not service commitments from Zenvox.
On the telephony side
The status shown is technical qualification. Routing lives in Zenvox; no software is required on your side.
- Telephony and voice orchestrationTo qualifyA call transferred to a team goes through telephony: each team's number and the overflow order are qualified with the provider, market by market.
Questions about this add-on
Does my base not already route requests?
It assigns them to a person, and it transfers a call or creates an assigned callback. This add-on adds routing across several teams: specialised queues, distribution and overflow rules, and a deadline tracked for each file.
Are the deadlines a Zenvox guarantee?
No. They are the targets you set for your own teams, on your calendar and time zone. The add-on is no availability commitment from Zenvox, and it supplies neither staff nor a supervisor.
What happens when a deadline draws near?
The request is reassigned or someone is notified, once, under the rule you wrote. The reassignment leaves a trace in the log, and the delay board shows it.
Does this replace the dispatch of my trade?
No. The routing that belongs to a trade — field work, building maintenance, rounds, fleets, brokerage — keeps its own assignment. This add-on adds cross-team routing and deadline clocks on top.
Do I need more users?
No. The users on your account are counted as before: the add-on creates no extra seat or profile.
Where to next
The transfer included in your base, several locations, or the routing that belongs to field work.
Advanced team routing