Program: 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
  • Engaging self-paced e-learning

Program description

Tackle the challenges of planning and implementing a skill based routing (SBR) solution. We’ll discuss requirements such as defining customer needs, defining agent capabilities, skill level based prioritization and much more. We’ll discuss SBR examples and highlight the challenges and benefits of each to the contact center.

Who should take this?

  • Anyone involved in the implementation of a skill based routing (SBR) solution
  • Workforce managers 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
  • Program contains 0 h 56 min of content
  • The program will remain available for the entire 6 months, even after completion

The following courses are included

1. Skill Based Routing

Balancing Customer, Agent, and Center Needs

Skill Based Routing

This interactive e-learning course 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. Students will apply and practice SBR design concepts through case study applications.

This course provides a map to guide you through a process of applying SBR fundamentals to both a traditional and multi-channel environment. It will help you determine and assign priorities in order to manage service differences that make the most sense in your center. The course also focuses on the changes that will be needed in the Workforce Management operation.

The first step in any effective WFM process is to obtain accurate historical data, so the 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.

Students will learn to:

  • Outline the benefits and challenges of designing an effective SBR plan.
  • Describe 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.
  • Identify the process of scheduling agents to match SBR configuration demands.
  • Describe the challenges of intra-day management of SBR and how to overcome them.
  • Describe design concepts for progressive agent training and varied agent skill situations.
  • Analyze sample case problems for design implications.
  • 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. Course 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.

The program is designed by call center experts to provide a practical and engaging learning experience. Start today.