Yes! ZIWO offers Smart Routing to ensure customers are directed to the most familiar agent.
To enable it:
Open Admin Dashboard > Smart Routing.
Click Add New Smart Routing.
Choose your routing type: Number (previous caller history), Range (phone number batches), or Country (region-based routing).
Set the Routing Action: IVR, Queue, Play an Audio File, or Hang Up.
Select the affected numbers (DIDs).
Click Save.
? Smart Routing is great for personalized service and improving customer retention.