SLA management, skill-based routing, priority queues, overflow handling, and escalation logic, ensuring every conversation reaches the right agent at the right time.
Ephanti Queue & Routing ensures every inbound conversation, from any channel, is classified, prioritised, and sent to the right agent or AI handler without manual triage.
Routing decisions draw on conversation context, customer tier, channel, language, topic, and agent skill tags. SLA clocks start on arrival. When a conversation approaches breach, alerts fire and overflow rules kick in automatically. When AI confidence falls below your threshold, escalation to a human agent happens seamlessly, with full context transferred.
Intent, topic, language, and customer tier are detected automatically on arrival.
Matched to the best available queue: AI handler, skill-matched agent, or priority lane.
SLA clock runs. Dashboard shows live queue depth, wait times, and breach risk.
Trigger-based escalation: sentiment, value, tier, or manual request, with full context handoff.
| Capability | Starter | Pro | Enterprise |
|---|---|---|---|
| Basic queue management | ✓ | ✓ | ✓ |
| SLA tracking | ✓ | ✓ | ✓ |
| Skill-based routing | , | ✓ | ✓ |
| Priority queues | , | ✓ | ✓ |
| Overflow rules | , | ✓ | ✓ |
| Custom escalation triggers | , | , | ✓ |
| Live operations dashboard | , | ✓ | ✓ |
Each agent is tagged with skills (language, product area, customer tier). Incoming conversations are classified and matched to the best available agent based on conversation context, customer tier, and agent skill profile.
Yes. SLA targets are configurable per queue, per channel, and per customer tier. Breach alerts fire when a conversation is approaching the limit, not after it has breached.
Escalation can be triggered by sentiment score, conversation value, customer tier, agent manual request, or SLA breach. Each trigger type and threshold is configurable.
Book a demo and we’ll walk through routing logic against your real queue structure.