What is Skills-Based Routing?
Skills-based routing (SBR) is a call distribution method that matches incoming interactions to agents based on their specific skills and expertise. Rather than routing to the next available agent, SBR considers factors like language proficiency, product knowledge, technical certifications, and experience levels to connect callers with the most qualified agent.
Common Agent Skills
- Language — Spanish, Mandarin, ASL support
- Product knowledge — Specific product lines or services
- Technical expertise — IT support, billing systems, compliance
- Certifications — Insurance licenses, financial credentials
- Experience level — Tier 1, 2, 3 support capabilities
- Soft skills — Retention, de-escalation, sales
How SBR Works
- Caller need is identified via IVR, AI, or DNIS
- Required skills are determined from routing rules
- System finds available agents with matching skills
- Call routes to best match (highest skill level or longest available)
Benefits of Skills-Based Routing
- Higher first-call resolution
- Reduced transfers and escalations
- Better agent utilization of specialized skills
- Improved customer satisfaction
Match callers to the right agents. Platform28's skills-based routing improves resolution rates. Learn more.
Connect callers with qualified agents
Platform28's skills-based routing ensures callers reach agents who can help.
Free consultation • No commitment required