INBOUND VOICE INTERACTIONS
Skill-Based Routing
The Skill-Based Routing feature will automatically streamline calls (or any inbound interaction) toward qualified agents that match a specific profile.

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The Skill-Based Routing feature will automatically streamline calls (or any inbound interaction) toward qualified agents that match a specific profile.
Contact centers that serve one single purpose are a rare sight. More often than not, agents fall into multiple categories and are separately trained to deal with different types of issues. With NobelBIZ OMNI+, you can create special agent profiles and route incoming interactions to the right person at the right time.
The NobelBiz OMNI+ system can be customized so that the inbound interactions will end up with the best-qualified agent in your company based on proficiency, departments, or any other variable that differentiates agents:
Skill-Based Routing is based on agent profiles. Each agent in your company will have a dedicated profile that can be edited according to their qualification. If one agent has multiple qualifications, he is open to various incoming interactions.
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