Queue Routing

Site Conversion’s Queue Routing gives managers of enterprise-scale installations of online proactive or reactive sales tools complete control of leads, help requests, and agent assignment of opportunities. Call center strength, skills-based routing leverages the rich visitor profile information that Eloqua is known for. This provides detailed control of which sales reps or support personnel will receive which leads or help requests.

Site Conversion’s Queue Routing system leverages the deep visitor profiling and business rule system at the core of to enable fine-grained control of which leads and which help requests are routed to which agents.

Each group or department can have different assignment rules, optimizing help requests for fastest response, while optimizing lead allocation for a fair distribution among sales team members. Business rules can be built to route leads according to any criteria you choose, including:

• Contact owner
• Geography
• Industry
• Area of interest on website
• and much more

Site Conversion’s comprehensive analysis and reporting tools give you call-center caliber metrics on your proactive and reactive interactions. Data on each request, queue, invitation, and interaction is recorded, and can be analyzed. Hundreds of reports provide real-time statistics of online sales performance, including:

• Help request and invitation stats
• Conversation stats and details
• Departmental queue statistics
• Statistics by area or depth of visitor interest
• Time-of-day analysis to facilitate staffing decisions