Skills catalogue
Define routing skills such as language, product knowledge or service expertise for your organisation.
Skill-Based Routing
Match each call’s requirements to agent skills.
Define language, product or specialist skills. Match agent proficiency levels to queue requirements to create a pool of eligible agents.
ROUTING EXAMPLE
From the call’s requirements to an eligible agent.
- 01
Service queue
The caller reaches the technical support queue.
- 02
Skill matching
The queue’s required product knowledge and minimum proficiency level are checked.
- 03
Eligible agent
The call is routed to a qualifying agent according to availability and the distribution strategy.
Example flow: skills, proficiency levels and queue rules are defined for your organisation.
Skill-Based RoutingDiscuss this module
IN YOUR DAILY WORK
Match the right skills to the right call.
Agent proficiency
Assign basic, proficient or expert skill levels to agents. Manage assignments within your authorised teams.
Queue matching
Set the minimum proficiency level required by the queue. Consider eligibility, availability and the selected distribution strategy together when routing calls.
NEXT STEP
Request a demo Let’s plan a tailored demo of skill-based routing.
Discuss modules, deployment options and integration needs with our team.
