Skills-Based Routing
Route every caller to the agent most qualified to help — based on tagged skills like language, product expertise, or support tier.
Nectar Desk skills-based routing matches every inbound call to the agent with the highest-matching skill profile — language, product, tier, or certification. Skills are configured per agent in the admin panel and updated in real time as team capabilities change.
Agent Skill Tags
Tag each agent with skills — Spanish, Billing, Enterprise Tier, Technical Support — in the admin panel.
Call Skill Matching
IVR selections or CRM data trigger skill requirements that the ACD uses to find the best-matched agent.
Overflow Fallback
When no skilled agent is available, fall back to the next-best skill match rather than a generic queue.
Skill Analytics
Report on routing accuracy, first-contact resolution by skill group, and agent utilization per skill.