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Glossary

What Is Skill-Based Routing?

Skill-based routing, also known as skill-based distribution, is a contemporary phone system feature that detects client data during incoming calls and automatically distributes them to agents who have the necessary abilities to solve their problems. Call transferring may be avoided with skill-based routing, and clients can get the service they need on their first call. All of this contributes to a positive customer experience.


In the past, incoming phone calls were routed to agents in the following ways:


  • Longest idle: Calls are assigned to the agent who has been inactive for the longest period of time.

  • Fixed order: Calls are routed to agents in the same fixed sequence.

  • Round robin: Calls are assigned to agents in a set rotating order. (If you utilize "round robin" routing, the routing is reset whenever the operators are reordered or an operator is added or deleted. The next incoming call will be routed to the operator with the highest rating.)

  • Calls are assigned progressively based on a list of all agents, which is randomized each time the list is finished.


Customers are less likely to be bounced from agent to agent in the hope of finding someone who can assist them using skills-based routing. Instead, it directs callers to the next available agent, who is more likely to fix their problem on the first contact (which helps with first call resolution).

What Is the Process of Skill-Based Call Routing?


ACD has been improved with skill-based routing. It operates a little differently than a standard ACD system. Calls are routed to the first available sales or support person in an ACD system. Callers are sent to the most appropriate agent depending on their needs thanks to skill-based call routing.


What is it about skill-based routing that makes it so appealing? Consider how technological advancements have made communication simpler than ever before, leading in increased customer service standards. Take into account that items have gotten more sophisticated and services have become more extensive than they were previously. As a result, small businesses have had to expand their contact centers in order to satisfy the increasing demands of their clients.


With skill-based routing, the system analyses an incoming call and determines which sales or support personnel can assist the client based on the number the customer dialled, the caller's identification, and the IVR selections the caller made.


Customers will speak to a knowledgeable and well-trained sales or support representative who will deliver excellent customer service straight away if the system is set up correctly. If the agent with whom someone contacts does not have the requisite competence, this eliminates the need for several transfers.


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