Skills Based-Routing

The Skills Based Routing feature enables administrators and Call Center supervisors to establish multiple call queues with varying priorities. Agents are assigned to higher priority queues according to their skills. Thus, even if an agent is part of multiple queues, they will prioritize calls from higher priority queues. Skills Based Routing ensures customers' needs are addressed by the right person from the first call, enhancing customer satisfaction and adhering to service level agreements (SLA).

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If you have any questions about our VoIP phone service, pricing, products, or any other inquiries, the team at VoiceCentral is here to help. We will discuss your specific needs and provide you with the information you need to make an informed decision. Contact us today to schedule a meeting and learn more about how we can help optimize your business communication.
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When a customer selects the appropriate skill (option) in an auto-attendant, their call is routed to a queue that matches their selection. For instance, if a caller chooses a language option, the call can be directed to a bilingual agent who is in a high-priority queue.

You can assign up to 99 skills per queue.

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If you have any questions about our VoIP phone service, pricing, products, or any other inquiries, the team at VoiceCentral is here to help. We will discuss your specific needs and provide you with the information you need to make an informed decision. Contact us today to schedule a meeting and learn more about how we can help optimize your business communication.

Contact Sales