Skills-based routing

Skills-based routing is a strategy used in customer service and contact center environments to match incoming inquiries or requests to the most qualified agent or representative based on their specific skills and expertise. This approach ensures that customers receive assistance from agents who are best equipped to address their needs efficiently. ### Key Components of Skills-Based Routing: 1. **Skill Identification**: Agents are assigned specific skills or competencies based on their training, experience, and areas of expertise.