skills-based routing

skills-based routing definition - telecom
In call centers, routing an incoming call to an agent in consideration of the customer's identity and requirements and the special skills and skill levels of the available agents in the agent pool in order to maximize the benefits of the customer contact. Such skills can include language fluency and technical expertise.

Webster's New World Telecom Dictionary Copyright © 2008 by Wiley Publishing, Inc., Indianapolis, Indiana.
Used by arrangement with John Wiley & Sons, Inc.

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