Skill-based routing is a take on traditional call center routing systems to help callers get an agent with the right skills most relevant to their needs.
Rather than having to go through a complicated phone tree and landing on the first available agent, they get one that matches their needs. If their call is about a specific product or service, they won’t be funneled into a general bank of callers that agents draw from. Instead, they’re put in a queue with someone matching their needs.