What is skill-based routing in SAP CRM-CCI - SAP Contact Center?

SAP Term: skill-based routing

• Component: CRM-CCI

• Component Name: SAP Contact Center

• Description: A method to route a contact to the right agent, for example, based on a required language skill.

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• Key Concepts: 
  Skill-based routing is a feature of the CRM-CCI SAP Contact Center Infrastructure that allows incoming customer calls to be routed to the most suitable agent based on their skills and availability. It is a way of ensuring that customers are connected with the best-suited agent for their needs, and that agents are not overloaded with calls they are not qualified to handle. 
  
  How to use it: 
  Skill-based routing can be set up in the CRM-CCI SAP Contact Center Infrastructure by assigning each agent a set of skills. When a customer calls in, the system will search for an available agent with the most relevant skills for the customer’s needs. If no suitable agent is available, the call will be routed to an alternative agent or put in a queue until an appropriate agent is available. 
  
  Tips & Tricks: 
  When setting up skill-based routing, it is important to ensure that agents are assigned the correct skills and that they are kept up to date. This will ensure that customers are connected with the most suitable agent for their needs. It is also important to regularly review and adjust skill levels as agents gain more experience and knowledge. 
  
  Related Information: 
  The CRM-CCI SAP Contact Center Infrastructure also includes features such as automated call distribution, which allows incoming calls to be automatically routed to available agents, and interactive voice response, which allows customers to interact with a computerized system via voice commands.