What level is your contact center?

Twelve questions across the six capability dimensions from The Right Order. Answers stay in your browser; results are instant and free.

Dimension 1 of 6

Reliability & Reach

Which best describes your core platform and routing?

Calls ring desks in sequence until someone answers. No queues, no skill routing, no real metrics.We have an ACD with skills-based routing, call recording with retrieval, and real-time dashboards.Our platform is mature and the discipline is solid: routing rules reviewed quarterly, dashboards actively monitored, failover testing routine.All channels (voice, chat, email, SMS) route through the same or integrated platforms with unified dashboards.Routing decisions are optimized by AI based on predicted handling time and outcome, and dashboards are predictive.

Are 100% of contacts recorded, routable to the correct skill, and visible in real time?

Yes, all threeNo, or not sure