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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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Nextiva has developed a solution for the future: One platform, one workspace, zero friction.
Tomas
Gorny,
Founder and CEO of Nextiva
We'll give you an intro to the perfect solution that fits your business. Get started on your journey to fearless growth.
Fill in your info and we'll come prepared - spoiler, we do our research.