Contact centre
Skills-Based Routing for Contact Centres
3CX skills-based routing matches callers to the best-fit available agent - by language, product, account tier or other criteria. PRO and AI Edition.
How routing decisions are made
- Call arrives in the queue with one or more requirements (language=Mandarin, product=SaaS, tier=Enterprise).
- Available agents are scored against the requirements.
- Highest-scoring agent gets the call.
- No match → fallback rules apply (wait, expand criteria, or route to next-best).
Common skill dimensions
- Language - English (Australian/UK/US), Mandarin, Cantonese, Greek, Italian, Vietnamese, Hindi, Arabic.
- Product knowledge - by product line, by SKU, by service tier.
- Account tier - VIP, Enterprise, SMB, Prospect.
- Channel - voice agent, chat agent, video agent.
- Compliance certifications - for regulated handling (medical, financial, legal advice).
Common questions
How do I tag agents with skills?
In the queue config, each agent can have multiple skill tags with proficiency levels. For example: 'speaks Mandarin (native)', 'handles enterprise accounts (advanced)', 'product: SaaS (beginner)'. The queue uses these tags to score the best match.
What if no skilled agent is available?
Configurable fallback. Standard pattern: wait N seconds for a skilled agent, then expand to any agent. Or: route to a 'second-best' skilled agent before fully expanding.
Can routing be CRM-driven?
Yes - on inbound call, 3CX looks up the caller in CRM, reads account tier (VIP, regular, prospect), and routes accordingly. Standard with HubSpot, Salesforce, Zoho, M365 integrations.
Want CX-led routing?
Tell us your skill matrix and we'll configure the queues to route every call to the right agent the first time.
