Skill Based and Presence Based Routing

Skills Based Routing is a call-assignment strategy used in advanced call centers to assign incoming calls to the most suitable agent, instead of simply choosing the next available agent.

With skills based routing, the skills needed for a particular call are often assessed by the dialed telephone number and the calling number or caller's identity, as well as choices made in any associated IVR system. The skills based routing system then attempts to match the call to a suitably trained agent; an agent with matching skills will be able to provide a better service than one who does not.

Skill Based Routing Benefits:

• Shortens call handling time
• Increases Agent utilization & productivity
• Shortens Agent training times

As an enhancement to the Skill Based Routing rules available in MaxACD, calls can be routed based on the Lync Presence of the agents.

MaxACD for Lync can also be configured to use Microsoft SQL queries for routing based on data that constantly changes, such as purchase order numbers, and customer ID numbers. This Data Directed Routing (DDR) can be used to ensure that the caller gets routed to the RIGHT agent, thus reducing the number of parties that a call may have to be routed through, decreasing the number of transfers, and increasing caller experience.