Skill-based Routing for Microsoft Teams

Transfer incoming calls automatically to the most suitableteam member based on predefined skills and competencies.
Luware Nimbus comes with a powerful skill-based routing that allows an optimal allocation of resources, improves agent productivity, increases first-call resolution, leading to a superior customer experience.

This ensures that each call is handled by someone with the specific expertise needed, improving customer satisfaction and efficiency in handling queries or issues. The integration leverages Teams’ environment, making it seamless for organizations to manage and route calls without needing additional software or complex configurations.

Improve Service Efficiency

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.

Book a Demo

Ready to start using Skill-based Routing in Microsoft Teams? Schedule a live demo with one of our sales specialists.