Skills based routing is the process of routing a customer to an agent with the skills required to handle their inquiry. This is done by analyzing the customer’s skills and matching them with an agent which has those skills. There are two types of skills that can be matched: skills required to handle the inquiry and skills which would benefit the customer. For example, a customer who has a security-related question could be routed to an account or security specialist. On the other hand, a customer who has an HR-related question could be routed to a human resources specialist.