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Skills-Based Routing Engine

Description

Routes incoming contacts to the agent best matched by skill profile, proficiency level, and availability. Enables contact centres to define multi-dimensional skill sets and attach them to queues or individual routing decisions.

Canonical use case

A telecom contact centre routes technical-support calls to agents with Cisco-certified or broadband-specialist skills, improving first-contact resolution.

Open Items

  • [ ] Canon alignment — populate canon_axiom_refs or confirm no existing axiom applies
  • [ ] Dependency assessment — set dependencies_assessed: true once SA has reviewed the full chain
  • [ ] effort_estimate — replace 0 with rough engineering days (order of magnitude)
  • [ ] public_description — write the public-facing description before publishing