Improve service-level performance by routing voice calls based on when they must be accepted. Configure acceptance due dates in a flow to prioritize urgent calls over older calls with later deadlines. Give supervisors greater visibility into calls approaching or breaching SLA targets through built-in backlog views and reporting. Increase response speed, strengthen customer satisfaction, and deliver more consistent service experiences by aligning routing with business priorities.
Where: This change is available in Salesforce orgs with this telephony model.
- Salesforce Voice (Native Telephony)
View supported editions for Salesforce Voice.
Who: To configure these capabilities, you need the Agentforce Contact Center Admin (Salesforce Voice) permission set.