Univerx Contact Center
Task routing
Back-office tasks are distributed like contacts: applications, forms, follow-up questions and wrap-up work reach the right person by skill, deadline and priority, with workbins and follow-ups.
Building blocks
Task routing in detail.
The building blocks at a glance – all in the same workspace and under the same administration.
Tasks from every source
Created from conversations, emails, forms, business systems or via API.
Deadlines & service levels
Every task has a deadline; whatever is getting tight rises in priority.
Workbins
Team and personal bins for tasks that need collecting or parking.
Routing
The same logic as for calls: skill, priority, availability.
Follow-up
Reminders and escalations so nothing gets left behind.
#The work behind the conversation
A call lasts a few minutes. The work it triggers often takes days. An application is checked, a document requested, a credit booked. In many organisations this work disappears into inboxes, lists and shouted requests.
Univerx task routing treats it like contacts. Every task has a type, a deadline and a priority. It is distributed, handled, closed and reported on.
#From contact to task
- Created. At the end of a call the agent creates a follow-up task, or a business system reports a new application.
- Classified. Type, deadline and required skill are set, usually automatically.
- Distributed. Call distribution assigns the task like a call.
- Handled. The case worker sees case, documents and history on the agent desktop.
- Closed. The result goes back to the business system; the customer is informed.
#Push or bin
Not every task suits automatic assignment. Some need collecting, others parking until a document arrives. That is what workbins are for.
| Mode | How it works | Good for |
|---|---|---|
| Assignment | The next task arrives automatically | Similar tasks with deadlines |
| Team bin | The team picks tasks itself | Special cases, team coordination |
| Personal bin | Tasks one person carries forward | Follow-up questions, reminders |
#One plan for contacts and tasks
Because tasks and contacts run through the same queue, they can be planned together. Scheduling takes both into account. In hours with little phone traffic the team works through tasks; at peaks the phone takes priority.
Team leads see backlog, age and deadline adherence in the reports. When a bin grows, it shows before deadlines slip.
#Checking documents in the case
Many tasks revolve around documents: invoices, decision letters, proofs. That is where Semantic² comes in. The add-on reads a case's documents, checks them against rules and bookings and presents findings with their source. Case workers decide.
Univerx Contact Center
Every contact in the right queue.
Phone, video, chat, secure messaging, messaging apps, SMS, email and social media in one queue and one workspace. With history, context and scripts, so nobody has to explain a request twice.
Call distribution (ACD)
Rules or AI send every call, chat and email to the right queue and to the person with the right skill. You maintain priorities, hours and exceptions yourself.
- DSGVO
- BFSG
Email
Emails are recognised, categorised, prioritised and distributed like calls. With templates, suggested replies and reports, so no inbox overflows and no deadline slips.
- DSGVO
- BFSG
Agent desktop
One workspace for every channel: conversation, customer history, case and scripts on one screen. With AI support from Univerx Assist and no switching between five programs.
- DSGVO
- BFSG
IVR & self-service
Voice menus and speech dialogues resolve simple requests around the clock. Those who need a person arrive with context, and instead of hold music there is a callback on request.
- DSGVO
- BFSG
Inbound
Incoming contacts end to end: answering, queueing, callbacks, handover with context and wrap-up. So every request reaches, first time, the place where it gets resolved.
- DSGVO
- BFSG
Web messaging & chat
Asynchronous chat on your website and in your apps. Customers can pause and pick up later, the history is kept, and AI agents handle what they can resolve.
- DSGVO
- BFSG
- EU
Messaging apps
Common messaging apps run in the same queue as phone, chat and email. Customers write where they already write, and your team replies from one workspace.
- DSGVO
- BFSG
SMS
Two-way SMS for service, reminders and notices. Customers simply reply to the message, and the reply lands in the same queue as every other contact.
- DSGVO
- BFSG
Social media
Find social posts and messages that need an answer, distribute them like any other contact and answer them straight from the desktop, in public or in private.
- DSGVO
- BFSG
Co-browse & screen share
The agent sees the customer's page and guides her through it, with no download and with sensitive fields masked. For forms, applications and everything that is hard to explain on the phone.
- DSGVO
- BFSG
- eIDAS
Video engagement & video advice
Video in the browser without a download, started from chat, messaging or a running call. One-way and two-way video, screen share, waiting room and appointments; recording only with consent.
- DSGVO
- BFSG
- EU
Channel switching in one session
From chat to call to video to co-browsing without starting over: one session, one context, the same person. No new queue, no second identity check, nothing to repeat.
- DSGVO
- BFSG
In-app service & mobile SDK
Chat, calls, video, co-browsing and push notifications inside your own app. Customers are signed in through the app, conversations resume after an interruption, and events flow into Univerx Journeys.
- DSGVO
- BFSG
- EU
Secure messaging
Authenticated, asynchronous conversations inside the logged-in customer portal or your app. With scanned file exchange, a history per customer, notifications without content, and retention and deletion rules.
- DSGVO
- EU
- DORA
- BFSG
Secure payments in the conversation
Customers pay by phone keypad, in a secure payment field in chat or via a payment link, without card or bank details reaching agents, the recording or the transcript. Designed for PCI DSS.
- DSGVO
- EU
- BFSG
Appointment booking
Book, move and remind appointments online: on website, app, chatbot or voicebot, by video, phone or in person. Capacity comes from scheduling; reminders and a waiting list keep the slots filled.
- DSGVO
- BFSG
- EU
Real-time supervision
A live view of queues, service levels and agent states. Team leads listen in, whisper or barge in, and follow chat, video and co-browsing live. Configurable for German co-determination.
- DSGVO
- EU
Reporting & analytics
Real-time views for running operations, historical reports for management, alerts on deviations and data export for your own analysis. Across every channel, configurable for co-determination.
- DSGVO
- BFSG
- EU
Frequently asked questions
Does this replace our workflow or case system?
No. The case stays in your business system. Univerx distributes the work on it and makes sure the right person gets it at the right time.
Are tasks and contacts planned together?
Yes. Because both run through the same queue, scheduling can take both into account. In quiet hours the team works through tasks.
How are tasks created automatically?
Through flows in the administration, through interfaces from business systems, or at the end of a conversation as a follow-up. Semantic² can also create tasks from checked documents.
Related
ProductsScheduling
Scheduling turns forecast demand into shift plans that meet service levels and respect the rules. With a swap board, preferred shifts, exceptions and real-time adherence.
Use casesBack-office automation
Steer back-office work the way you steer customer contacts: task routing with SLAs, workbins and tracking. Semantic² checks the documents and returns findings in euros with their source. A person always makes the decision.
Use casesCustomer service
Every request on the right channel, with the right person, with the whole context. Routing, workspace, Univerx Assist and knowledge work together in one flow.
IndustriesPublic sector
The complete platform for citizen service: every channel in one queue, public service numbers and hotlines with AI agents, appointment booking, video, secure messaging and translation. Plus the digital citizen office for a visit to the authority in one session. Designed for social data protection and accessibility.
IndustriesInsurance
Claims service with calm and pace: notifications on every channel, checks of invoices and policies with Semantic², agreements signed in the conversation and routine requests resolved in self-service.
IndustriesHealthcare
Hospitals, practices, care services and pharmacies on one platform: appointment service with reminders and callbacks, video consultations in the browser, pre-sorting of requests and patient service on every channel. Designed for the protection of special categories of data.
Guides2 November 2026 · 11 min readUsing document intelligence in cases
Which documents suit it, which checks make sense and which decision stays with people: a guide to introducing Semantic², from the first rule set to a pilot with a single document type.
GlossaryService level
Service level is the share of contacts answered within a target time. It drives staffing decisions, but says nothing about whether the customer's request was actually resolved.
GlossaryForecasting
Forecasting estimates how many contacts arrive per channel, skill and interval and how long they take. That estimate becomes the staffing requirement every schedule is built on.
GlossaryOmnichannel
Omnichannel means every channel runs through one queue, one contact history and one desktop. Customers switch channels without their request starting over.
See Univerx on your own example.
In a demo we show the platform along your channels and requests, from AI agents to video, workforce scheduling and analytics.
Online, in German or English, with no preparation on your side.