Skill Based Routing

overview skill based routing (sbr) is an intelligent call distribution system that directs incoming calls to the most qualified agent available based on a required skill set skills can include language proficiency, product knowledge, or technical expertise, ensuring a better match between customer needs and agent capabilities how it works the system routes calls to agents who possess the required skill calls are prioritized and offered first to agents with a higher proficiency level in that skill prerequisites this is a licensable feature agents (users) must exist in the system an inbound voice campaign and at least one queue must be created configuration steps create skills and levels define the skills and their proficiency levels (e g , 1 10) location administrator > system > system configuration > skills action click add skill to create a new skill and define its levels assign skills to agents assign the created skills and a proficiency level to the relevant agents location administrator > users > user management > edit user action in the user profile, go to the assign skills section and add the appropriate skills assign skills to queues link the skills to the queue that will handle skill based calls location supervisor > manage > \[campaign name] > queue management > edit queue action in the edit queue pop up, go to the skill section and assign the relevant skills set scheduler type the queue must be configured to use skill based logic location supervisor > manage > \[campaign name] > queue management > edit queue action select skill based from the resource scheduler type dropdown menu use cases multilingual support routing a caller who selects "spanish" in the ivr to an agent with a high "spanish" language skill tiered technical support routing a basic query to a tier 1 agent, while a more complex issue is routed to an agent with a high "advanced networking" skill benefits improved first contact resolution matching customer needs to agent expertise dramatically increases the chances of resolving the issue in a single interaction increased customer satisfaction customers receive faster and more accurate resolutions from knowledgeable agents optimized resource allocation ensures that your most experienced agents are handling the most complex issues limitations human review needed no information regarding limitations could be found in the provided user manuals