What approach does Webex Calling take for call handling?

Webex Calling employs call distribution based on agent availability to ensure that calls are routed efficiently and effectively. This approach increases the likelihood that calls will be answered in a timely manner by directing them to agents who are currently available to take calls. By considering the real-time status of agents, Webex Calling can optimize the handling of incoming calls, improving the overall customer experience and operational efficiency.

This method contrasts with other approaches, such as random assignment, which may lead to longer hold times and potentially frustrate callers, or encouraging missed calls, which would undermine the goal of effective communication. Moreover, limiting call handling to business hours would restrict access to support, which is not ideal for providing comprehensive service. The choice of distributing calls based on agent availability aligns with best practices in customer service and operational management, ensuring that resources are utilized optimally.