What is Skill-Based Routing?

Skill-Based Routing (SBR) is a strategy used in contact centers to connect incoming contacts (calls, emails, chats, etc.) to the agent best equipped to handle their specific needs. It analyzes the contact's requirements and matches them with agents possessing the appropriate skills, knowledge, and expertise. This improves first call resolution, reduces transfer rates, and enhances customer satisfaction by ensuring interactions are handled by the most capable resource.