Skills Based-Routing

Skills Based Routing allows administrators and Call Center supervisors to set up multiple call queues with different priorities. An agent is then assigned to higher priority queues based on skill. Even if an agent is in multiple queues, that agent will receive higher priority queue calls first. With Skills based routing, customers get their needs met by the right person on the first call. Thus, improving customer satisfaction and meeting service level agreements (SLA).

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How do customers get to the agent with the right skill?

By selecting the correct skill (option) in an auto-attendant, the caller will be routed to a queue matching their selection. For example, when presenting a caller with a language choice, you can route the caller to a bilingual agent who is a higher priority queue.

How many skills (priorities) can I set?

You can set up to 99 skills per queue.