Skill-based routing allows for assigning skill profiles to either the team or the agent, based on specific skills needed for handling calls.
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There are two different ways to route calls to an agent from the queue: team-based routing and skill-based routing.
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In team-based routing, teams are assigned to queues, and when a call comes in, it is routed to an available agent on the assigned team.
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Skill-based routing can be more challenging for reporting as it may not show the skill associated with a call until after it has been answered by an agent.
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Transferring to a skill-based queue can have additional complexities that need to be considered.
AI Generated
Skill-Based vs Team-Based WCC Routing: Explanation
Brian Brough - CX Advanced SolutionsMay 2024
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