ACD method routing contacts to the agent with the best-matching skill set rather than first-available.
Skill-Based Routing
ACD method routing contacts to the agent with the best-matching skill set rather than first-available.
Skill-based routing is an ACD method that routes contacts to the agent best-matched by skill rather than first-available. Skills include language, product expertise, certification, customer-tier eligibility, and other attributes. Skill weighting tunes the trade-off between best-match and shortest-wait.