Intelligent routing allows your call center agents to take on a range of call types that fit within their skill set. However, your agents can still take on a range of calls. Intelligent routing distributes calls to the next available agent while considering the agent's ability.
Proper funneling of calls still requires call centers to set up a phone tree, numbering, or IVR system that is user-friendly. These systems are the only way that callers can be paired with skilled agents who have the knowledge and experience to help.