WFM - Skill Based Routing

  • Provides best practices for designing a skill-based routing system in both traditional and multi-channel contact center environments
  • Teaches how to incorporate skill-based routing into the forecasting and scheduling process
  • Excellent for both onboarding and ongoing training
  • Created by a team of industry veterans and e-learning professionals

Tackle the challenges of planning and implementing a skill-based routing solution. You'll learn how to define customer needs, how to define agent capabilities, and determine skill-level-based prioritization. You will analyze different SBR design concepts through case study applications and learn how to incorporate skill-based routing into your contact center environment.

The course WFM - Skill Based Routing is also included in the bundle Call Center Staffing.

Who should take this?

  • Anyone involved in the implementation of a skill-based routing solution
  • Workforce management professionals that want to deepen their knowledge on skill-based routing


Self-paced e-learning containing an engaging mix of video, narratives, scenarios, and self-assessments.

Time to complete

  • 6 months from starting the first module
  • Course contains 1 hour of content
  • The course will remain available for the entire 6 months, even after completion

The following units are included

1. Skill Based Routing

Balancing Customer, Agent, and Center Needs

Skill Based Routing

This interactive e-learning provides best practices for designing a skill-based routing (SBR) system in both a traditional and multi-channel contact center environment while incorporating SBR into the forecasting and skill-based scheduling process.

Obtaining accurate historical data is the first step in any effective WFM process, so proper ACD and router setup to support this is critical. Agent and caller priorities can be useful but can create significant challenges in the planning and intraday management of the operation. Matching the WFM processes to the SBR design will go a long way toward achieving the efficiencies and effectiveness that SBR promises.

This unit will even give you the opportunity to apply and practice SBR design concepts through case study applications, helping you to learn how to determine and assign priorities in order to manage service differences optimally for your center.

Upon completion of this unit, you will be able to:

  • Outline the benefits and challenges of designing an effective SBR plan.
  • Understand the most critical first step in the SBR process and alternatives for achieving it.
  • Describe the challenges of achieving forecasting accuracy and tips for better data collection.
  • Execute the process of scheduling agents to match SBR configuration demands.
  • Overcome the challenges of intra-day management of SBR.
  • Roll out design concepts for progressive agent training and varied agent skill situations.
  • 6 modules
  • 56 min

Included modules and learning aims:

  1. Introduction 04 min

    • Define Traditional Routing
    • Define Skills Based Routing
    • Outline the content of the course that follows
  2. Advantages of Skill Based Routing 09 min

    • Define the steps required to implement Skill Based Routing
    • Discuss the benefits of Skill Based Routing
  3. Skill Based Routing Design 08 min

    • Describe the four-step process to design a Skill Based Routing plan
    • Discuss potential issues that could arise for the Skill Based Routing plan
  4. Challenges of Skill Based Routing 15 min

    • Forecasting Challenges
    • Scheduling Challenges
    • And Intra-Day Challenges
  5. Prioritization 12 min

    • Discuss customer and agent prioritization in Skill Based Routing
    • Examine the impact of different prioritization models
  6. Assessment 08 min

    In this module, we'll test your knowledge of the key learning points from the course. To score a passing percentage of 80%, you must answer 16 of a possible 20 questions correctly.

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Pricing options for WFM - Skill Based Routing

We offer bulk discounts for orders containing 5 or more seats for a course or bundle. Check our pricing options for WFM - Skill Based Routing below. If you apply for bulk pricing, please contact us to place your order.

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The WFM - Skill Based Routing course is designed by call center experts to provide a practical and engaging learning experience. Start today.