Skill-based Routing

Our skill-based routing system ensures that when a caller contacts a call center, they are connected with an agent who is best suited to handle their needs. If the first agent is unavailable, the system will automatically connect the caller to the next most capable agent, and so on until their needs are met.

To set up skill-based routing:

Add appropriate skills to agent settings in the Users & Teams section. Simply click on the user row and add skills.

Use the Tag node inside Studio to add skills to the call. This tag is then attached to the call and connected to a Connect node which is linked with a team. When the call is placed in the queue, Samespace will automatically assign it to the appropriate user based on their skills.