Agent Selection Using Skills Based Routing

Publisher

Zoom

URL

https://library.zoom.com/business-services/zoom-contact-center/expert-insights/agent-selection-using-skills-based-routing

Published

unknown

Updated

unknown

Accessed

2026-09-30

HTTP status

200

License

Zoom proprietary; all rights reserved; no-redistribution; short excerpts and locators only

Source notes citing this source

• An agent must be a member of a queue to receive engagements from it, regardless of the agent's skills. in context
• If a flow sets no skill on an engagement and the agent routing profile has a default skill configured, the default skill is applied. in context
• With skills-based routing, the queue's distribution method, such as Longest Idle, operates on the pool of agents who meet the skill criteria at the current time step. in context
• Proficiency-based skill categories support up to 25 proficiency levels. in context
• When a skill priority is marked Required in an agent routing profile, an agent must have that skill to receive the engagement; when it is not Required, the skill is preferred but not mandatory. in context
• An agent routing profile supports up to 10 time steps, each a set of routing criteria tied to how long the consumer has waited, so that criteria can start strict and relax over time. in context

Cite this source record

APA

WarmTransfer. (2026, September 30). Agent Selection Using Skills Based Routing. WarmTransfer. https://warmtransfer.net/knowledge/sources/zoom-library-skills-based-routing

BibTeX

@misc{warmtransfer-zoom-library-skills-based-routing,
  title  = {Agent Selection Using Skills Based Routing},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/zoom-library-skills-based-routing},
  note   = {Zoom, accessed 2026-09-30}
}