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Glossary:Skills-Based Routing

Also known as SBR. A method of routing incoming interactions in which the skills that are needed in order to serve the customer are determined, and the interaction is routed to the most available agent across the enterprise who possesses the skill set. Also referred to as agent profile routing.
The ability to handle contacts so that each customer is routed to the first available agent who has the skills to meet that customer’s needs, based on the attributes of the interaction and/or customer.


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This page was last modified on November 18, 2013, at 17:12.