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IVR & Task Routing

Learn how to configure your inbound call IVRs and set up your queues and Routing Rules to ensure the highest priority tasks are handled first and that the right tasks are completed by the right Agents.

lessons

6 Minutes
Common Routing Rules

Learn about some common routing rule configurations to see if they make sense for your business.

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6 Minutes
Tasks 101

A task is the basic "unit of work" for Agents in Regal. Learn about the lifecycle of a task and the different task types available, including when to use each.

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1 Minute
Task Routing Overview

Understand the "job to be done" of Task Routing and the different components involved.

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2 Minutes
Task Attributes

Learn what task attributes are available to you in routing and how to add more task attributes.

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5 Minutes
Queues

Understand how to create and configure Queues for routing and data monitoring.

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9 Minutes
Agent Skills and Teams

Learn how to create teams and skills and assign them to agents. Understand when it's best to use a team or a skill for your use case.

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5 Minutes
Agent Activity Statuses

Learn when to create a new Agent Activity Status, and how Agent Activity Statuses are used in routing and reporting.

Take Lesson
12 Minutes
Routing Rules

Understand how to define Routing Rules so that all the components of Task Routing (queues, agents, skills, teams, activities) come together to route tasks to the best available agent, according to your business logic.

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6 Minutes
Common Routing Rules

Learn about some common routing rule configurations to see if they make sense for your business.

Take Lesson

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