Skill-based routing distributes customer requests to employees based on certain skills, e.g. product-specific knowledge or language skills of the employees.
Skill-based routing is the basic prerequisite for the subsequent prioritization, since certain properties are assigned to each task type and thus serve as the basis for prioritization. The “skill-based” property can be used for this purpose.
Skill-based routing enables delivery to employees or groups of employees according to their skills, qualifications and specializations. Skills are technical knowledge and other competencies such as language skills, specialization in certain topics or the level of education and other qualifications. In skill-based routing, skills (language, topic, contact type), skill levels (degree of specialization, e.g. 10 = specialist or 1 = in training) and skill groups (a group of employees with the same qualification) are defined, among other things.
Customer inquiries, tasks and work packages are always assigned to the most suitable and available employee in each case. This ensures, for example, that all calls, chats, e-mails, etc. are handled competently and promptly
Our Dynamic Flow controls the processing of contacts from all common sources and media and routes them to an appropriate agent based on configurable criteria and workflows.