---
title: "Skills-Based Call Routing"
slug: "skills-based-call-routing"
description: "Skills-Based Call Routing allows you to choose the best agents first to answer a particular type of call. "
tags: ["dialpad call center", "call routing", "ai contact center", "call center", "agent prioritization", "Dialpad sell", "Contact Center ", "Skills-Based Call Routing", "ai sales"]
updated: 2025-02-07T03:49:59Z
published: 2025-02-07T03:49:59Z
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.dialpad.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Skills-Based Call Routing

Handling certain types of calls requires a specific skill set that not all agents may have. With skills-based routing, you can ensure calls are directed to agents based on their ranked proficiency, improving efficiency and customer satisfaction.

**Who can use this**

Skills-based routing is available to [Dialpad Support](https://www.dialpad.com/products/cloud-contact-center/) and [Dialpad Sell](https://www.dialpad.com/products/sales-dialer/) customers.

## Configure skills-based call routing

To configure skills-based call routing, head to your **Dialpad Admin Settings.**

1. Navigate to **Dialpad Admin Settings** > **Contact Centers**and select your desired Contact Center
2. Go to **Business Hours & Call Routing**> **Call Routing**and select **Edit Call Routing**
3. From the **Routing Options** in the **Call Routing** panel, select **Skills-based**
4. Select **Rate your agents**and rate each agent
  - 0 is the lowest rating, and 100 is the highest rating
  - By default, all agents start with a rating 100
5. Select **Close**

[Skills Based Call Routing](https://app.vidgrid.com/embed/G71watunC6fA)

If multiple agents share the same rating, Dialpad routes a call to the agent with the longest idle time.

Learn more

Check out [this Help Center article](/v1/docs/set-call-routing-rules-for-contact-centers) to learn more about call routing rules for Contact Centers.

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## Related

- [Set Call Routing Rules for Contact Centers](/set-call-routing-rules-for-contact-centers.md)
- [Set Call Routing Rules for Departments](/set-call-routing-rules-for-departments.md)
- [Queue Priority](/queue-priority.md)
- [Differences Between Departments & Contact Centers](/differences-between-departments-contact-centers.md)