Skills Based Routing (SBR)

Author: CCa2z

Date: 30th October 2009

Skills based routing (SBR) is an ACD facility that allows calls to be delivered to agents based on skill levels.

For instance, there may be a number of products which have different skill requirements.  Until such time as all staff are multi-skilled, agents will be categorised by skill level;

For example;

Joe - product 1

Bill - product 1 & 2

Sue - product 1, 2 & 3

Product 1 calls will be prioritised to Joe, in the first instance - this allows Bill and Sue to be available for products 2 & 3 calls.

Product 2 calls will be prioritised to Bill, in the first instance - this allows Sue to be available for product 3 calls.


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