Staff Routing streamlines the data-intake step for IVR calls by routing callers to a live operator instead of automated intake questions. This improves data quality and reduces speech-recognition errors. This article explains how it works and how to set up an operator.
Note: This feature is available out of the box with the Enterprise package, or can be purchased separately. Contact your Account Manager for more information.
How it works
Staff Routing can be enabled at the account level.
Voice recognition is turned off when it’s enabled.
It relies on Pre-Call Data policies.
It doesn’t apply when a requestor calls from the web or mobile app.
Only interpreters/operators using the web app can collect intake questions.
When a caller selects their language, the call routes to online operators first. If all operators are busy, the call queues for 45 seconds before the next routing step. If no operators are available, the call routes to the local interpreter pool or the Primary BHub.
Set up an operator
Once the feature is enabled by your Account Manager, navigate to Configurations > Company > Administrators
Select the administrator you want to make an operator.
In the Administrator detail view, select the three dots in the top right, then select Make Operator.
This admin can now collect pre-call data and route calls back to the interpreter pool.
How an operator handles a call
When a caller selects their language, the call routes to available operators.
The operator answers and collects the required pre-call/intake questions in a form.
The operator selects Submit and Hang Up, and the call routes to an available interpreter.
Next steps / Getting more help
For LSC admins: if calls aren’t routing to operators, confirm Staff Routing is enabled for the account and the operator is online in the web app, then reach out to Boostlingo Support with the account name. If you’re unsure how to reach Support, contact your Account Manager.
See also
The “Create a Pre-call Policy” guide in the Custom Fields and Forms documentation
The “Priority interpreters and Do Not Call list for On Demand” guide in the Settings & Configuration documentation