What is Skills-based routing?

Matching callers to agents by capability.

Skills-based routing directs a call to whoever is best equipped to handle it — by language, product knowledge or authority level — rather than to whoever is simply free next. It trades a little wait time for a lower transfer rate.

This is an industry glossary. A term defined here is not a statement that Drop AI provides it — see the pricing page for what is included.

Call routing

Directing a call to the right destination.

Queue

Callers waiting for the next available person.

First call resolution

Share of issues solved on the first call.

Call operations

More in this category

Call routing Warm transfer Cold transfer Handoff Escalation Queue Overflow After-hours answering Answering service Virtual receptionist Outbound dialling Predictive dialer

Transform every customer conversation.

Start free, or talk to us about what a custom rollout looks like for your team.

Try for Free Contact Sales