Right agent, first time.
Every agent has skills. Every ticket has a fingerprint. Skills-based routing makes the match: by language, expertise, seniority, and real-time load, so the customer gets to the right person, the first time.
- Transfers
- -41%
- Load-aware
- Real-time
- Per agent
- Multi-skill
Right match, first time. Fewer handoffs, happier customers.
Current call, queue depth, message load, all factored in.
Agents carry multiple skills and proficiency levels.
Routing that respects the customer and the agent.
Seniority-first routing burns out your best. First-come-first-served routing burns out your customers. Skills-based routing respects both.
- Multi-axis matchingLanguage, skill, seniority, load, compose the rule that fits you.
- Live overridesOps can bend the rules during incidents without a redeploy.
- AuditableEvery routing decision is logged and replayable.
Maya Okafor
Copilot assisted
Great question, I've checked your account. The 3-seat cap is from your trial plan. I can bump you to 10 seats right now if you confirm.
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Match in three dimensions.
- 01
Fingerprint the ticket
Intent, language, priority, customer segment.
- 02
Score the agents
Skill fit × availability × load = ranked candidate set.
- 03
Assign
The winner gets the ticket. Everyone else sees why not.
Everything you need, thought through.
A focused feature set with sharp defaults, not a sprawling menu to navigate.
Skill weighting
Primary, secondary, proficiency level: per agent, per skill.
Language-first
Match by language before anything else.
Load-aware
Real-time availability and workload, not yesterday's roster.
VIP-aware
High-value customers to senior agents, automatically.
Per-queue rules
Different matching logic per channel, segment, or campaign.
Transparent
See why a ticket went where it did, for every assignment.
We moved from 'whoever's free' to actual matching. Transfers dropped 40 percent in three weeks.