What is Skills-based Routing?

By Hal Werner

Skills-based routing (SBR) is a call-assignment strategy used in call entrees to assign incoming calls to the most suitable agent, instead of simply choosing the next available agent. It is an enhancement to the Automatic Call Distributor systems found in most call centers. With skills-based routing, the skills needed for a particular call are often assessed by the dialed telephone number and the calling number or caller’s identity, as well as choices made in any associated IVR system.

With skills-based routing, each caller has their own “waiting area” that they may share with only one or two other callers. Instead of being served in the order of their arrival, calls are served as agents with the appropriate skills become available.