Skill-based routing
Skill-based routing sends a queued call to an operator who has the language, product or topic skill the call needs, not just the next free one.
Skill-based routing is a call distribution method that gives a waiting call not simply to the next available operator but to one who has the skill the call requires. A skill might be a language, a product line, a level of technical support or experience with business accounts. The aim is for the first person the caller speaks to to be someone who can actually solve the problem.
How it works
Each operator is given a set of skills and a level in each. When a call enters the queue, the IVR choice, the number dialled or the topic the voice agent picked up determines which skills it needs. The ACD then offers the call to available operators with a sufficient level in those skills. If nobody qualifies, the call keeps waiting in the queue; many systems relax the requirements step by step as the wait grows, so a call never waits forever for the perfect match.
Why it matters
A good match means fewer transfers and supports first contact resolution; callers don't have to explain their problem to several people. Define skills too narrowly, though, and queues grow longer. You have to balance waiting time against match quality.
In Speakline
In Speakline you assign skills and levels to operators and define routing steps for each queue: from a waiting time you choose onwards, the call goes only to operators with a sufficient level in the required skills, and later steps can relax those conditions. If you turn on language matching, the call's language is added as a required skill. See Call center for details.