Overview of skill-based routing

Omnichannel for Customer Service offers a suite of capabilities that extend the power of Dynamics 365 Customer Service Enterprise to enable organizations to instantly connect and engage with their customers across digital messaging channels. An additional license is required to access Omnichannel for Customer service. For more information, see the Dynamics 365 Customer Service pricing overview and Dynamics 365 Customer Service pricing plan pages.


The data such as but not limited to skills, rating model, and rating value that is created, updated, and used in Omnichannel for Customer Service is shared with other model-driven apps (Field Service and Project Service Automation) installed in your environment. Similarly, the data that are created, updated, and used in other model-driven apps are available for use in Omnichannel for Customer Service.

In the customer service center, your agents have different skillsets and abilities. The customers who reach out to the contact center might have different needs. Skill-based routing lets your customer service center distribute the work item (conversation) to the agent who is best-qualified to solve the issue. Skill-based routing improves the quality of customer service by automatically distributing the work items to the agent who has the skills necessary to do the work.

You can associate skills to bots also and route work items using skill-based routing.

For example, for an incoming conversation related to Xbox from Spain, the skill required is knowledge of the Xbox product and Spanish language. Now, with skill-based routing, the system identifies the agents with those specific skills and distributes the conversation to one of them.

Skill-based routing allows you to easily match the conversation to the agent most proficient in dealing with it while maintaining the workload of the agent. You can associate distinct skills with each agent on your team and create rules to make sure that conversations matching those skills are always assigned to them.

Value proposition of skill-based routing

  • Assign conversations to agents who are best qualified to address the issue.

  • Minimize overhead in queue maintenance.

  • Effective use of agents skills.

  • Enhanced productivity.

  • Effective management of skills based on the CSAT and KPIs.

  • Faster conversation resolution.


  • If your environment has scheduling solutions, then it must be version or later.


Skill-based routing in Omnichannel for Customer Service

To view more videos on Omnichannel for Customer Service, see Videos.

See also

Set up skills and assign agents
Attach skills to conversation