Debesis / Knowledge base / Skill-based routing
Assignment by agent skills.
Skill-based routing distributes calls and cases by agent skills — such as language, product knowledge or VIP care.
A Dutch-speaking caller reaches an agent who speaks Dutch and a technical question goes to the technical team. That cuts transfers and raises first contact resolution.
In Debesis you record skills such as language, product or VIP care for each agent; the ACD takes them into account for every assignment.
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