What is a Tiered Ring Strategy?

The concept of a main, wrap, and spill (Tiered) ring strategy is to categorize available agents into a ringing priority for inbound calls within a single Team in Genius using Skills-Based Routing that requires users to have Team specific tier tags assigned to their profile to route calls to groups of users in a desired order. 

Priority Descriptions: 
Main Priority (Tier 1) – the first group of users to receive the incoming call

Wrap Priority (Tier 2) – the second group of users to receive the incoming call if all main priority users are currently on a call or unavailable

Spill Priority (Tier 3) – final group of users to receive the incoming call if all main and wrap priority users are currently on a call or unavailable

Scenario Call Flow: When a caller dials +1-888-xxx-xxxx, a greeting message will play and the caller will be directed to a team (queue) with 15 agents answering calls in a Main/Wrap/Spill ring strategy. 

To create this call flow without Skills-Based Routing/tags will require a flow with a virtual attendant and 3 individual Teams in Genius.

Conventional Method of Creating Main/Wrap/Spill Ring Strategy

With Skills-Based Routing, the call flow becomes a lot shorter by:

• Eliminating the need to create multiple Teams
• Reduce the amount of wait time for callers
• Make live monitoring easier by reducing the number of Teams to filter in the Live Inbound/Live Teams dashboard

Creating Main/Wrap/Spill Ring Strategy using Skills-Based Routing

STEP 1: Identify which Team will be needing a tiered ring strategy and which tag names will be used to identify Main (Tier 1), Wrap (Tier 2), or Spill (Tier 3). 

 

NOTES: The tag names can be customized to any identifier tags that best suit your needs. 

STEP 2: Go to Company Settings and add the tag names  

STEP 3: Identify which users will be categorized as Main (Tier 1), Wrap (Tier 2), or Spill (Tier 3). 

STEP 4: Add the Tag Names to each user by going to Users and clicking on the user’s name. See the table below for the required tag name assignment per user. 

The SBR tagging works by sending the call to the user with the most tags added to their name. Since the concept of Main/Wrap/Spill routing is to send the calls to users in the Main priority first, you will need to ensure that users added to this category have all 3 tags to ensure that calls will route to them first. Members in the Wrap Priority will need 2 tags (Wrap and Spill) and members in the Spill Priority will need 1 tag (Spill). 

STEP 6: Build out the flow and apply tags. Within the IVR widget in the Flowbuilder, the IVR input options allow Skills-Based Routing configurations where the Tag Names can be applied. Apply all 3 Tag Names in the Preferred Tags section. 

In the Flow above, the IVR’s Menu Prompt message states “Thank you for calling ____. Please press 1 to connect with a Reservations Specialist”. An input option is required by the caller to implement a Main/Wrap/Spill Ring Strategy as the tags can only be applied on an input option. The added benefit of this procedure is that spam or bot calls can be filtered within the call flow as it requires a manual step by the caller. 

NOTE: Once the call flow has been created, go to the Numbers area and update the call forwarding rule to the newly created Flow.