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. Today, we talk about routing strategies for your Contact center.


routing strategies

Providing exceptional customer experience is vital for any organization’s success. One effective approach to optimize customer support is through skills-based routing, a technique that matches customer inquiries with the most suitable agents based on their skill sets and expertise. This intelligent routing system not only ensures efficient issue resolution but also enhances customer satisfaction.

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 Routing Strategies: 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 of one or more skills. There isn’t any limit to the number 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 starts 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 defining the priority of the services.

Skills-based routing revolutionizes customer support by ensuring that the right inquiries reach the right agents at the right time.

By implementing effective routing strategies such as skill-based, priority-based, language-based, and data-driven routing, organizations can streamline customer interactions, reduce resolution time, and ultimately elevate the customer experience.

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