Skills-Based & Round-Robin Routing
Match every customer with the best-suited agent using intelligent skills-based routing.
Routing Strategies
| Strategy | How It Works | Best For |
|---|---|---|
| Skills-Based | Matches customer attributes (e.g. Spanish speaker, VIP Tier, Returns) to agents tagged with those specific skills. | Global enterprise teams with specialized departments. |
| Round-Robin | Distributes conversations evenly across all active team members in sequence. | General support queues with equal agent capabilities. |
| Least Active | Routes the next conversation to the agent who has been idle the longest. | Minimizing customer wait times during peak hours. |
Configuring Agent Skills
- Go to Settings → Members & Teams → Edit Member.
- Add skill tags:
- Languages:
Spanish,French,German,English - Specializations:
Billing,Technical API,Hardware Returns - Tiers:
VIP Accounts,Enterprise Support
- Languages:
- Under Automations → Routing Rules, create a rule: “If customer language is Spanish, route to agents with skill ‘Spanish’”.
Related Guides
| If you want to… | Read |
|---|---|
| Set capacity limits | Agent Capacity & Presence |
| Configure business hours | SLA & Business Hours |