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The Government of Canada’s terminology and linguistic data bank.
skills-based routing [2 records]
Record 1 - internal organization data 2017-03-31
Record 1, English
Record 1, Subject field(s)
- Telecommunications
Record 1, Main entry term, English
- skills-based routing
1, record 1, English, skills%2Dbased%20routing
correct
Record 1, Abbreviations, English
- SBR 1, record 1, English, SBR
correct
Record 1, Synonyms, English
- skills-based call routing 1, record 1, English, skills%2Dbased%20call%20routing
correct
Record 1, Textual support, English
Record number: 1, Textual support number: 1 CONT
Skills-based routing (SBR), or Skills-based call routing, is a call-assignment strategy used in call centers to assign incoming calls to the most suitable agent, instead of simply choosing the next available agent. 1, record 1, English, - skills%2Dbased%20routing
Record 1, French
Record 1, Domaine(s)
- Télécommunications
Record 1, Main entry term, French
- routage par compétences
1, record 1, French, routage%20par%20comp%C3%A9tences
correct, masculine noun
Record 1, Abbreviations, French
Record 1, Synonyms, French
Record 1, Textual support, French
Record number: 1, Textual support number: 1 CONT
Le routage par compétences est une stratégie de distribution utilisée dans les centres d'appels pour attribuer un appel entrant à l'agent le plus approprié pour traiter la demande. Cette méthode est une évolution des systèmes de distribution existants. 1, record 1, French, - routage%20par%20comp%C3%A9tences
Record 1, Spanish
Record 1, Textual support, Spanish
Record 2 - internal organization data 2001-11-05
Record 2, English
Record 2, Subject field(s)
- Telephone Switching
Record 2, Main entry term, English
- advanced call routing
1, record 2, English, advanced%20call%20routing
correct
Record 2, Abbreviations, English
Record 2, Synonyms, English
- skills-based routing 1, record 2, English, skills%2Dbased%20routing
correct
Record 2, Textual support, English
Record number: 2, Textual support number: 1 DEF
The ability to route calls within a call center in order to match customer inquiries with the most appropriate agent or resource based on customer requests, service levels and agent skill, availability, and workload. 1, record 2, English, - advanced%20call%20routing
Record 2, Key term(s)
- skills based routing
Record 2, French
Record 2, Domaine(s)
- Commutation téléphonique
Record 2, Main entry term, French
- acheminement basé sur la compétence
1, record 2, French, acheminement%20bas%C3%A9%20sur%20la%20comp%C3%A9tence
correct, masculine noun
Record 2, Abbreviations, French
Record 2, Synonyms, French
Record 2, Textual support, French
Record 2, Spanish
Record 2, Textual support, Spanish
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