Do your customers complain about having to go through multiple service reps before solving their queries? If your company is facing this issue, you probably should start using skills-based routing

Now, let’s see how does skills based routing works. By providing information about your agents’ particular skill set, you can easily define how customers should be routed in order to be matched with the most qualified agent for their particular need. Regarding inbound call routing, the OneContact CC has several routing strategies built-in into its Intelligent Router. These strategies are immediately available, with no need to design specific routing scripts.

Intelligent Router Strategies

Skills based routing, most idle, most available… Choose the right strategy for your business

Skills-based routing: each agent is graded with a level (between 0 and 1) for each skill. An inbound call can require (as a compulsory or optional requisite) to be answered by an agent with a certain level for one or more skills. There isn’t any limit for the numbers of available skills for each agent. Typical uses for skill-based routing include language skills, technical knowledge or VIP service implementation.

Most Idle agent – Incoming sessions are routed to the agent who has been idle for the longest time, resulting in balanced workloads for agents. Idle time start counting when agents enter the Idle state, regardless of whether they are in the Ready or Not Ready state.

Most Available agent – the interaction is assigned to the agent who has been available for the longest time, taking into account only the Available (Ready, waiting for calls) time.

Last Agent routing – if possible, the call is routed to the agent who last spoke with that specific caller (identified by the ANI).

Cascade routing – the call is distributed to a designated group of agents (teams), and within the group following a specific algorithm (most idle, skills based, etc.). Should it not be possible to deliver the interaction to any members of the group, the call is directed to the following group(s), in a cascade ranking of decreasing preference, until the call is delivered or there are no groups left. Each service may have several cascade rankings, and the cascade ranking in use can be changed at any moment. The feature Cascade with Jump Criteria allows jumping the cascade by Time in Queue, Service Level and Queue Size variants.

The Intelligent Router distributes inbound interactions (voice, video, e-mail, instant messaging, fax, social media and SMS) among the agents, applying each service’s routing rules and call flow routing scripts. This module implements all the routing ACD logic and enables full integration with cloud and legacy systems. Additionally, OneContact CC is also capable of prioritizing inbound calls based on skills and with the help of OneContact Portal define the priority of the services

agents routing strategies

Choose the routing strategy that best suits your business and treat your customers with the service they deserve!