Skill-based Routing for Microsoft Teams

Skill-based routing, also referred to as skill-based distribution, ensures that calls are transferred 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.

Optimized workforce management

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.

What is skill-based routing?

Skill-based call routing is a way to distribute calls within contact centers. Instead of simply choosing the next available agent, skill-based routing transfers the call to someone with the required skill. 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.

For example, Alice calls the Lunifico hotline to inquire about a barbeque offer. The system automatically detects her caller region and connects her with the English-speaking hotline. In the IVR she presses 1 for Home & Garden. The distribution policy looks for an available user with the skill ‘English’ at the level ‘Intermediate’ or ‘Proficient’ and with the product expertise ‘Home & Garden’ at the level ‘Junior’ or ‘Specialist’. In our example, four users match these skills. Alice is connected to Peter, who matches the skills and is available.

How does skill-based routing work in Luware Nimbus?

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.

Our solution for skill-based routing

Use the Luware Contact Center to directly connect customers with the right specialist within your organization Center. Our customer service solution empowers your agents, call center supervisors and management with productivity tools and insights.

Luware Contact Center