Agent Routing definition

What is Agent Routing?

Agent Routing is a strategy used in Customer Experience (CX) to direct inbound calls to the most appropriate representatives based on various factors such as customer information, agent skills and availability, and caller history or preferences.

There are two main types of Routing such as time-based Routing and skill-based Routing:

  • Time-based Routing enables call distribution, considering factors such as the time of the day, a specific day of the week or a seasonal busy period.
  • Skill-based Routing allows for call distribution while considering the available agents’ specific skillset and expertise.

By using Agent Routing, companies can improve customer satisfaction and ensure that customers receive the best possible service and can have their issues resolved quickly and efficiently.

Agent Routing is an opportunity for businesses to enhance Customer Experience, reduce wait times and improve the resolution rate.