SBR (Skill-Based Routing)

What is SBR (Skill-Based Routing)

Skill-Based Routing (SBR) is an intelligent call routing strategy that matches incoming customer inquiries with the agent who is best qualified to handle that specific issue. The routing decision can be based on a variety of factors, such as language proficiency, product knowledge, or technical expertise. AI can enhance SBR by dynamically assessing an agent’s skills based on their past performance and routing contacts with even greater precision. SBR improves first contact resolution, reduces handle times, and increases customer satisfaction.