Skill-based Routing for Microsoft Teams

Transfer callers to a qualified available user based on their expertise. Luware Nimbus comes with a powerful skill-based routing that allows an optimal allocation of resources, improves agent productivity, increases first-call resolution, and ultimately leads to a superior customer experience.

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Optimized workforce

Skill-based routing improves agent productivity and performance through an optimal allocation of resources.

First-call resolution

Connecting customers to the right employee reduces the need for follow-ups and increases first-call resolution.

Superior customer experience

Skill-based routing ensures customers are assisted by qualified agents that can quickly and efficiently resolve their issues.

Improve service efficiency through skill-based routing

Determine required skills

The required skill for a particular call can be determined manually, through an IVR, or automatically based on caller or customer data. These are then matched to the skills of the contact center users and the call is assigned to an available user.

Skill categories

Team managers define skill categories and assign each contact center user the according skills. Skill categories can be freely defined. Typically, they are used for language ability, or product knowledge.

Skill levels

The according skills can be broken down into as many or as few levels as desired. This could be Novice, Junior, Specialist, and Expert.

Distribution profile

The distribution profile defines what skills with what level are searched for at every point in time. It acts like a filter to select (available) users for call distribution. For example, within the first 20 seconds only experts in English will be considered to take on an English-speaking customer. However, it the caller is still in the queue after 20 seconds, an intermediate level English speaker will also be considered.

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I want to see the CRM integration for service calls in action.