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What is Skill Based Routing?

Skill based routing is a call center specific routing system. You define the skills necessary to take calls. Then you rank your agents based on their abilities within those skills.

The calls are then weighted with specific skills. The skills are listed per queue. The call center routes calls to agents who are ranked higher in those skills.

This routing system matches customer issues with agent specialists.

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Agent Tooling

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For every industry, there’s a Nextiva solution

And for any size business.

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Deliver end-to-end personalized experiences at scale

What is Skill Based Routing?

See why 100,000 companies trust Nextiva for VoIP service.

I'm a big fan of companies like Nextiva.

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I’m a big fan of Nextiva

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