What is reverse-skill routing? How does it help you allocate agent resources more efficiently to boost productivity and enhance service?
ACDs use different algorithms to ensure that the right agent is reached in contact centres. We support a wide range in our ACD, but we’ve recently extended our offer with the addition of new “reverse-skill routing”. This is an evolution of the classical skills-based routing, in which sessions are routed to the agent most qualified for the task. Reverse-skill evolves this concept by allowing calls from some hotlines to be routed in reverse skill order, allowing more qualified agents to remain free for more complex tasks.