Skill Based Routing

Skill-Based Routing

Skill-based routing (Skills) uses conditional logic to select and prioritize agents based on their assigned skill(s) in relation to an activity. We all have unique skills, so it makes sense to prioritize routing activities and assign calls to agents based on their skillsets.

Skills is NEXT LEVEL weighted routing that allows agents to deliver a truly personalized customer experience by connecting contacts and agents identified as a good match by the system.  

Skills Quick Facts

  1. Only available on the Growth and Connect Plans
  2. Built with the same technology as Smart Routers and Triggers, which allows admins to identify the skills and route according
  3. Queue-based agent routing 
  4. Limited to 3 skills per agent
  5. Is in beta