Skills-Based Routing
Ring order decides who is asked first. Skills decide who is asked at all. Agents hold named skills at a proficiency, the queue states what it needs and at what level, and anyone short of it never sees the call.
Queue: Support - EMEA
filtering- Priya Ramanclears 6Spanish 8Billing 6Tier 2 7
- Tom Alvarezclears 6Spanish 9Billing 3
- Nadia OkaforSpanish 2, needs 6Billing 9Tier 2 5Spanish 2
- Ben Oseino Spanish recordedTier 2 8Billing 5Retentions 6
- Aisha KhanSpanish 5, needs 6Billing 7Spanish 5Retentions 8off
- Marcus Bellnothing recordedno skills recorded
Spanish at 6. An assignment switched off is ignored, and an agent with no row at all is short by definition.
Product figures from the platform’s own defaults - not customer averages
How it works.
A skill sits on the agent
A skill is a named row, and every agent assigned to it carries a proficiency from one to ten set on a slider. One agent holds as many as you assign, and an assignment can be switched off without deleting it.
The queue states its requirement
A queue lists the skills its calls need and a minimum proficiency for each. All means an agent has to clear every one of them. Any means clearing a single one is enough to stay in.
The list shrinks before anything rings
The member list is cut to the agents who match, and everything after that runs on what is left: ring order, rank, wrap-up hold-off. An agent with nothing recorded against them never survives the filter.
Nobody qualified is its own answer
An empty result takes the skill failover destination rather than the ordinary nobody-available one, because a gap in one specialism usually wants a specialist queue and not the voicemail box.
One moment in every call.
Every call passes through the same seven. Skills-Based Routing is the lit one, and everything either side of it is a different page in this category.
- 01Number
the line it arrives on or leaves from
- 02Route
where the call is sent and to whom
- 03Dial
placing it, and how many at once
- 04Connect
the moment a person picks up
- 05Talk
while the conversation is happening
- 06Wrap
the code, the notes, the next step
- 07Record
what is kept, and where it is kept
The specifics.
8 facts- Matching
- All required skills at their minimum proficiency, or any single one of them
- Changing a requirement
- Read at call time, so adding a skill to a queue bites on the next call rather than on a restart
- Proficiency
- 1 to 10 per agent per skill; the queue sets the minimum, which defaults to 0
- Scope
- It filters members and never orders them. The ring strategy still decides who is first
- Empty result
- Takes the skill failover destination ahead of the no-agent one
- No skills listed
- A queue with matching switched on but nothing required is not filtered at all
- Inactive rows
- A skill assignment marked inactive is ignored, which drops that agent from an all match
- Per queue only
- Requirements belong to the queue, not the caller. Vary them across separate queues
Where the call goes next.
A call is a chain of decisions, and this is one link in it. These are the ones either side.
More in Contact Center
21 capabilitiesFlows, queues, oversight and compliance screening on media we operate.
Three states of one connection. Hear the call, coach the rep without the customer knowing, or join outright - and the audio path redraws as you switch.
Open more lines than you have reps, paced against live answer rates, and hold the abandonment cap you set. Every connect opens the record it belongs to.
Set the mode per campaign. Preview lets a rep read the record first, autodial moves on after wrap-up, and power opens several lines per agent.
Detection listens to the first moments of a connect and drops greetings, dead air and IVR trees. What lands in a headset is a person who said hello.
Build the menu callers hear as a step in the flow, with fifteen starting templates from a plain auto-attendant to compliance-screened inbound.
Offer a callback after a wait threshold or a queue position, hold the caller's place, and dedupe requests so nobody gets rung twice for one problem.
Flag a lead VIP and they skip the welcome, bypass the queue cap and reach an agent first - with ageing, so that ordinary callers never starve behind them.
Hand a call over cold, or consult first and then connect. Merge into a three-way and step out, leaving the other two talking without a drop.
Each side of the call is recorded on its own channel, so who said what is a fact rather than a guess - and the transcript inherits that separation.
Wrap-up codes that do something. Twenty-six behaviours fire off a disposition: raise a task, book a callback, set do-not-call, flag the wrong party.
The number most likely to be answered is chosen per call, ranked on the history with this lead, the overall answer rate, recency and area-code affinity.
Screen callers against Federal DNC, known TCPA litigators and your own internal list - as drag-and-drop steps inside the flow, before anyone is reached.
Search live carrier inventory, filter by country or by digits the number ends with, and claim it to a flow or a person the moment it is yours.
Toll-free sits beside local as a first-class number type, routed by the same flows and billed from the same wallet as everything else you own.
Numbers in the countries you operate in, drawn from four carrier providers, so opening a new market is a purchase rather than a procurement project.
Every rep gets an extension and a browser phone, and can move a call between the browser and a desk phone mid-conversation without dropping it.
Organisation, team and personal mailboxes with their own access rules and greetings, and every message transcribed and attached to the right record.
Reusable weekly schedules and holiday calendars in your own timezone, so out-of-hours routing is a setting rather than a flow you rebuild each December.
Every call in progress on one screen, pushed as it changes rather than polled, with the agent, the number presented and the queue each one came through.
Two-way texting from the same numbers you call on, threaded per contact and landing on the same record, so the text and the call are one conversation.
Upload a recording, record one in the browser, or generate it from text in a chosen brand voice - then use it in any flow, queue or mailbox.
The rest of the platform.
Five more categories, all on the same record and the same bill. Each card names three of its capabilities, so you can tell from here whether it is worth opening.
Contact Center
See skills-based routing on your own floor.
Thirty minutes, your numbers and your data. We will set skills-based routing up live and you can decide from the thing itself rather than from this page.
14-day trial · no card · migration included