Web lead generation through Internet is an important source for customer acquisition. It is critical to assign these leads to suitably skilled agents for callback at the earliest available opportunity. Advanced call center ACD software with skills based routing provide Web services API that allow the leads to be inserted into queues for callback through Skills based Routing.
These callback queues with skills association behave like inbound queues. The ACD will map agents to queues based on agent skill-set and skill-level. The callbacks for Web leads will go to the highest skilled agent available. This routing can be optimized by designing skills and skill levels to suit the business requirements of call routing. This unified queuing technique is also used for other media integration like Chat and E-Mail as well.