Skills-Based Call Routing

  • Updated

Let's take a look at skills-based routing in Dialpad.

Who can use this feature?

Skills-based routing is available to Ai Contact Center and Ai Sales Customers on the Pro and Enterprise plans.

* Our discontinued 'Ai Voicewith Call Center Add-On' license also supports this feature but is limited to existing customers.

Configure Skills-Based Call Routing


From, navigate to Admin Settings and select the Call Center you'd like to configure. Scroll down to Business Hours & Call Routing  and click Edit Call Routing to access your Routing Options.

Select Skills-Based, then Rate Your Agents.

Agents will appear with sliders alongside their names to rate each of them. 0 is the lowest rating, and 100 is the highest rating. By default, all Agents start with a 100 rating.

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

Please review this Help Center article to learn more about all available call routing rules for a Call Center.